Why We Need to Follow Customer-to-Customer Feedback

Social media has put everything into a new light, as empowered customers are taking up their mobile phones and tweeting their distress for all the world to see—Becky  Carroll Researchers Todd Arnold, Gary Frankwick and Jaewon Yoo wanted to know how the customer-to-customer relationship is affecting service today. In a joint study by Oklahoma University, the… Read More

Self-Service Raising Bar on Customer Service Speed, Customer Expectations

Self-service through automation is speeding up customer service. And the faster customer service gets, the faster customers expect it to be. It’s kind of a Catch-22 or self-fulfilling prophecy of our own creation. Self-service is everywhere now, and we all benefit from it. We don’t have to physically go to the bank or chit-chat on… Read More

What Is Voice Biometrics?

Voice Biometrics

Voice biometrics technology, simply put, verifies the identity of a speaker. Somewhat confusingly, it’s also known as voice recognition, speaker recognition, voiceprinting, voice authentication and others. For the sake of clarity, we call it voice biometrics. Speech Recognition Versus Voice Biometrics Automated speech recognition (ASR) is a key aspect of technologies such as interactive voice… Read More

What Is Speech Synthesis or Text-to-Speech?

text to speech

Speech synthesis, or text-to-speech (TTS), is the computer-based creation of artificial speech from normal language text. Not to be confused with recorded audio playback, TTS is computer-generated speech formed from text. How It Works There are two main components of a TTS system: The first is natural language processing (NLP), which converts raw text (including… Read More

What Is Speech Recognition?

speech recognition

Automatic Speech Recognition (ASR) software transforms voice commands or utterances into digital information that computers can use to process human speech as input.  In a number of varying applications, speech recognition enables users to navigate a voice-user interface or interact with a computer system through spoken directives. How It Works Given the sheer number of words… Read More