Customer Self Service

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routine tasks without requiring the assistance of a live customer service representative. See below for the latest customer self-service news, trends, and solutions.</p> </div> </div> <div class="marketing_menu">    </div> <div class="wrapper"> <div class="topics"> <div class="section_title"> Features <div class="more_btn"> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkMoreArticles" href="https://www.speechtechmag.com/Articles/MoreNews.aspx?ContextSubtypeID=135&CategoryID=549">More<span><i class="fa fa-chevron-circle-right" aria-hidden="true"></i></span></a> </div> </div> <section class="article_grid"> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkImageLink_0" href="https://www.speechtechmag.com/Articles/Editorial/Features/Voice-Is-Poised-to-Take-a-Quantum-Leap-166696.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImages/166666-STM_111224-coverstory-quantum-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkArticleTitle_0" href="https://www.speechtechmag.com/Articles/Editorial/Features/Voice-Is-Poised-to-Take-a-Quantum-Leap-166696.aspx">Voice Is Poised to Take a Quantum Leap</a></h3> <p> Exploring quantum computing's expected impact on the speech technology market. </p> <div class="article_meta"> <span class="article_author">Erik J. Martin</span> // <span class="article_date"> 05 Nov 2024</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkImageLink_1" href="https://www.speechtechmag.com/Articles/Editorial/Features/The-Top-Speech-Technologies-and-Vendors-The-2024-Speech-Industry-Awards-165903.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImages/166052-STM_091024-Awards-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkArticleTitle_1" href="https://www.speechtechmag.com/Articles/Editorial/Features/The-Top-Speech-Technologies-and-Vendors-The-2024-Speech-Industry-Awards-165903.aspx">The Top Speech Technologies and Vendors: The 2024 Speech Industry Awards</a></h3> <p> Artificial intelligence is now integral to speech technology, a fact reflected by our winning vendors. </p> <div class="article_meta"> <span class="article_author">The Editors of Speech Technology</span> // <span class="article_date"> 24 Sep 2024</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkImageLink_2" href="https://www.speechtechmag.com/Articles/Editorial/Features/2024-Vertical-Market-Case-Studies-A-Speech-Technology-Special-Report-164472.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImages/164868-STM_050624-VMcasestudies-MAIN-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkArticleTitle_2" href="https://www.speechtechmag.com/Articles/Editorial/Features/2024-Vertical-Market-Case-Studies-A-Speech-Technology-Special-Report-164472.aspx">2024 Vertical Market Case Studies: A Speech Technology Special Report</a></h3> <p> A look at how speech technology solved real-world problems in seven industry sectors. </p> <div class="article_meta"> <span class="article_author">The Editors of Speech Technology</span> // <span class="article_date"> 12 Jun 2024</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkImageLink_3" href="https://www.speechtechmag.com/Articles/Editorial/Features/2024-Vertical-Market-Case-Studies-Speech-Technology-in-Financial-Services-164481.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImages/164876-STM_050624-VMcasestudies-FINANCIAL-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_Features_ctl00_rptArticles_lnkArticleTitle_3" href="https://www.speechtechmag.com/Articles/Editorial/Features/2024-Vertical-Market-Case-Studies-Speech-Technology-in-Financial-Services-164481.aspx">2024 Vertical Market Case Studies: Speech Technology in Financial Services</a></h3> <p> Verint Speech Analytics saves money for Premier Bankcard. </p> <div class="article_meta"> <span class="article_date"> 12 Jun 2024</span> </div> </div> </section> <div class="section_title"> Industry Voices <div class="more_btn"> <a id="MainContentPlaceHolder_Industry_Voices_ctl00_rptArticles_lnkMoreArticles" href="https://www.speechtechmag.com/Articles/MoreNews.aspx?ContextSubtypeID=765&CategoryID=549">More<span><i class="fa fa-chevron-circle-right" aria-hidden="true"></i></span></a> </div> </div> <section class="article_grid"> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Industry_Voices_ctl00_rptArticles_lnkImageLink_0" href="http://www.smartcustomerservice.com/Columns/Vendor-Views/The-CX-Industry-Must-End-Impossible-Voice-Response-163140.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImages/135904-2021_STM_WINTER_stateof_IVAs-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_Industry_Voices_ctl00_rptArticles_lnkArticleTitle_0" href="http://www.smartcustomerservice.com/Columns/Vendor-Views/The-CX-Industry-Must-End-Impossible-Voice-Response-163140.aspx" target="blank">The CX Industry Must End Impossible Voice Response</a></h3> <p> With the right strategy, impossible can become inviting when it comes to IVR interactions. (Featured on <em>SmartCustomerService.com</em>.) </p> <div class="article_meta"> <span class="article_date"> 22 Mar 2024</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Industry_Voices_ctl00_rptArticles_lnkImageLink_1" href="https://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/Generative-AI-Will-Redefine-Crucial-Work-Skills-but-It-Cant-Replace-Human-Expertise-162574.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImages/119731-viewpoints-digitalhandshake-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_Industry_Voices_ctl00_rptArticles_lnkArticleTitle_1" href="https://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/Generative-AI-Will-Redefine-Crucial-Work-Skills-but-It-Cant-Replace-Human-Expertise-162574.aspx" target="blank">Generative AI Will Redefine Crucial Work Skills, but It Can鈥檛 Replace Human Expertise</a></h3> <p> GenAI signals new possibilities, and it's inevitable that certain tasks will be automated. But humans won't be replaced; instead, their roles will be elevated. </p> <div class="article_meta"> <span class="article_date"> 13 Feb 2024</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Industry_Voices_ctl00_rptArticles_lnkImageLink_2" href="https://www.speechtechmag.com/Articles/Editorial/Industry-Voices/AI-Voice-Working-with-Not-Against-Humans-154876.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImages/130500-2020_STM_Spring_feature_contactcenterautom-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_Industry_Voices_ctl00_rptArticles_lnkArticleTitle_2" href="https://www.speechtechmag.com/Articles/Editorial/Industry-Voices/AI-Voice-Working-with-Not-Against-Humans-154876.aspx">AI Voice: Working with, Not Against, Humans</a></h3> <p> Companies can leverage automated voice in new ways, building fuller, more authentic connections with their audiences. </p> <div class="article_meta"> <span class="article_author">Rupal Patel</span> // <span class="article_date"> 13 Sep 2022</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Industry_Voices_ctl00_rptArticles_lnkImageLink_3" href="https://www.speechtechmag.com/Articles/Editorial/Industry-Voices/Conversational-AI-Is-Finding-Its-Voice-153707.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImages/126619-2019_STM_Fall_marketspotlight-ORG.jpg" src="" /></a> </div> <h3> <a id="MainContentPlaceHolder_Industry_Voices_ctl00_rptArticles_lnkArticleTitle_3" href="https://www.speechtechmag.com/Articles/Editorial/Industry-Voices/Conversational-AI-Is-Finding-Its-Voice-153707.aspx">Conversational AI Is Finding Its Voice</a></h3> <p> The future of multilingual support lies with conversational artificial intelligence. </p> <div class="article_meta"> <span class="article_author">Diego Bartolome</span> // <span class="article_date"> 28 Jun 2022</span> </div> </div> </section> <div class="advertisement ad_leaderboard"> <div id="div-gpt-ad-1541523286597-4"> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1541523286597-4'); }); </script> </div> </div> <section class="insight_wrapper"> <div class="insight"> <div class="insight_half"> <div class="insight_author"> Speech Industry News </div> <h2></h2> <ul> <li> <a id="MainContentPlaceHolder_SINews_ctl00_rptArticles_lnkArticleTitle_0" href="https://www.speechtechmag.com/Articles/News/Speech-Technology-News/PlayAI-Releases-PlayDialog-Model-for-Generative-AI-Conversations%c2%a0-167024.aspx">PlayAI Releases PlayDialog Model for Generative AI Conversations聽</a></li> <li> <a id="MainContentPlaceHolder_SINews_ctl00_rptArticles_lnkArticleTitle_1" href="https://www.speechtechmag.com/Articles/News/Speech-Technology-News/Reality-Defender-Partners-with-TaskUs-to-Expand-Deepfake-Detection-167000.aspx">Reality Defender Partners with TaskUs to Expand Deepfake Detection</a></li> <li> <a id="MainContentPlaceHolder_SINews_ctl00_rptArticles_lnkArticleTitle_2" href="https://www.destinationcrm.com/Articles/Editorial/Magazine-Features/Voice-AI-Joins-the-CRM-Conversation-166127.aspx" target="blank">Voice AI Joins the CRM Conversation</a></li> <li> <a id="MainContentPlaceHolder_SINews_ctl00_rptArticles_lnkArticleTitle_3" href="https://www.speechtechmag.com/Articles/News/Speech-Technology-News/Vida-Integrates-OpenAIs-Realtime-Speech-to-Speech-API-166471.aspx">Vida Integrates OpenAI's Realtime Speech-to-Speech API</a></li> </ul> </div> <div class="insight_half"> <div class="insight_author"> Speech Industry Q & A </div> <h2></h2> <ul> <li> <a id="MainContentPlaceHolder_QA_ctl00_rptArticles_lnkArticleTitle_0" href="https://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/A-QA-with-Verint-CEO-Dan-Bodner-166115.aspx" target="blank">A Q&A with Verint CEO Dan Bodner</a></li> <li> <a id="MainContentPlaceHolder_QA_ctl00_rptArticles_lnkArticleTitle_1" href="https://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/A-QA-with-Barry-Cooper-NICEs-CX-Division-Head-164587.aspx" target="blank">A Q&A with Barry Cooper, NICE's CX Division Head</a></li> <li> <a id="MainContentPlaceHolder_QA_ctl00_rptArticles_lnkArticleTitle_2" href="https://www.speechtechmag.com/Articles/Editorial/Q--A/QA-with-Uma-Challa-senior-director-in-the-Gartner-Customer-Service--Support-practice-159982.aspx">Q&A with Uma Challa, senior director in the Gartner Customer Service & Support practice</a></li> <li> <a id="MainContentPlaceHolder_QA_ctl00_rptArticles_lnkArticleTitle_3" href="https://www.speechtechmag.com/Articles/Editorial/Q--A/QA-Nigel-Cannings-founder-and-chief-technology-officer-of-Intelligent-Voice-156394.aspx">Q&A: Nigel Cannings, founder and chief technology officer of Intelligent Voice</a></li> </ul> </div> </div> <div class="advertisement ad_box" style="padding-top:12px;"> <div id="div-gpt-ad-1541523286597-0" style="height:250px;width:300px;"> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1541523286597-0'); }); </script> </div> </div> </section>  <div class="section_title"> Columns <div class="more_btn"> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkMoreArticles" href="https://www.speechtechmag.com/Articles/MoreNews.aspx?ContextTypeID=66&CategoryID=549">More<span><i class="fa fa-chevron-circle-right" aria-hidden="true"></i></span></a> </div> </div> <section class="article_grid"> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkImageLink_0" href="https://www.speechtechmag.com/Articles/Columns/Editors-Letter/Speech-Industry-Award-Winners-Fuel-a-Market-on-the-Rise-166587.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImages/166589-STM2024_0910_SMCVR_1200x630-ORG.png" src="" /></a> </div> <div id="MainContentPlaceHolder_Columns_ctl00_rptArticles_pnlContextSubType_0" class="category_tag"> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkContextSubType_0" href="https://www.speechtechmag.com/Articles/MoreNews.aspx?ContextSubtypeID=141">Editor's Letter</a> </div> <h3> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkArticleTitle_0" href="https://www.speechtechmag.com/Articles/Columns/Editors-Letter/Speech-Industry-Award-Winners-Fuel-a-Market-on-the-Rise-166587.aspx">Speech Industry Award Winners Fuel a Market on the Rise</a></h3> <p> Their efforts in the past year have left an indelible mark on the entire speech industry, brought the technology to new heights and new markets, and generated a lot of buzz along the way. </p> <div class="article_meta"> <span class="article_author">Leonard Klie</span> // <span class="article_date"> 28 Oct 2024</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkImageLink_1" href="https://www.speechtechmag.com/Articles/Columns/Forward-Thinking/Searchable-CAs-Will-Make-Conservational-AI-More-Convenient-166588.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImages/128249-2020_STM_Winter_StateofIVA-ORG.jpg" src="" /></a> </div> <div id="MainContentPlaceHolder_Columns_ctl00_rptArticles_pnlContextSubType_1" class="category_tag"> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkContextSubType_1" href="https://www.speechtechmag.com/Articles/MoreNews.aspx?ContextSubtypeID=166">Forward Thinking</a> </div> <h3> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkArticleTitle_1" href="https://www.speechtechmag.com/Articles/Columns/Forward-Thinking/Searchable-CAs-Will-Make-Conservational-AI-More-Convenient-166588.aspx">Searchable CAs Will Make Conservational AI More Convenient</a></h3> <p> As conversational assistants proliferate, they'll become harder to discover. </p> <div class="article_meta"> <span class="article_author">James A. Larson</span> // <span class="article_date"> 28 Oct 2024</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkImageLink_2" href="https://www.speechtechmag.com/Articles/Columns/Interact/What-Should-You-Do-About-GenAI-in-the-Contact-Center-166346.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImages/143551-STM_010222-StateOf-IVAs-ORG.jpg" src="" /></a> </div> <div id="MainContentPlaceHolder_Columns_ctl00_rptArticles_pnlContextSubType_2" class="category_tag"> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkContextSubType_2" href="https://www.speechtechmag.com/Articles/MoreNews.aspx?ContextSubtypeID=222">Interact</a> </div> <h3> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkArticleTitle_2" href="https://www.speechtechmag.com/Articles/Columns/Interact/What-Should-You-Do-About-GenAI-in-the-Contact-Center-166346.aspx">What Should You Do About GenAI in the Contact Center?</a></h3> <p> Plan for both the short term and the long term. </p> <div class="article_meta"> <span class="article_author">Kashyap Kompella</span> // <span class="article_date"> 14 Oct 2024</span> </div> </div> <div class="article_grid_single"> <div> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkImageLink_3" href="https://www.speechtechmag.com/Articles/Columns/Forward-Thinking/From-Labyrinth-to-Lifeline-How-Mobile-Apps-Are-Revolutionizing-Government-Services-165612.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/ArticleImages/165529-STM_070824-feature-mobileapps-ORG.jpg" src="" /></a> </div> <div id="MainContentPlaceHolder_Columns_ctl00_rptArticles_pnlContextSubType_3" class="category_tag"> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkContextSubType_3" href="https://www.speechtechmag.com/Articles/MoreNews.aspx?ContextSubtypeID=166">Forward Thinking</a> </div> <h3> <a id="MainContentPlaceHolder_Columns_ctl00_rptArticles_lnkArticleTitle_3" href="https://www.speechtechmag.com/Articles/Columns/Forward-Thinking/From-Labyrinth-to-Lifeline-How-Mobile-Apps-Are-Revolutionizing-Government-Services-165612.aspx">From Labyrinth to Lifeline: How Mobile Apps Are Revolutionizing Government Services</a></h3> <p> Apps are fundamentally changing the way people access services like license renewals and tax filing, and speech technologies are playing a central role. </p> <div class="article_meta"> <span class="article_author">James A. Larson</span> // <span class="article_date"> 28 Aug 2024</span> </div> </div> </section> <div class="breakoutSection"> </div>  <div class="section_title"> Customer Self Service Companies and Suppliers </div> <section class="vendor_container"> <ul> <li> <div id="pnlCategoryIndex"> <a id="MainContentPlaceHolder_Companies_ctl00_rptCompanies_lnkCompanyImage_0" title="aiOla" href="https://www.speechtechmag.com/ReferenceGuide/aiOla-7973.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/CompanyImages/166346-aiOla-Logo-ORG.png" src="" /></a> </div> </li> <li> <div id="pnlCategoryIndex"> <a id="MainContentPlaceHolder_Companies_ctl00_rptCompanies_lnkCompanyImage_1" title="Kardome Technology" href="https://www.speechtechmag.com/ReferenceGuide/Kardome-Technology-6903.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/CompanyImages/151188-Kardome-logo-ORG.png" src="" /></a> </div> </li> <li> <div id="pnlCategoryIndex"> <a id="MainContentPlaceHolder_Companies_ctl00_rptCompanies_lnkCompanyImage_2" title="Philips Dictation" href="https://www.speechtechmag.com/ReferenceGuide/Philips-Dictation-3157.aspx"><img class="lazy" data-original="https://dzceab466r34n.cloudfront.net/Images/CompanyImages/126783-Speech-Processing-Logo---Updated-ORG.jpg" src="" /></a> </div> </li> </ul> </section> </div> </div> <footer> <div class="footer_wrapper"> <div id="address" class="footer_section"> <div><a href="/default.aspx"> <img src="https://dzceab466r34n.cloudfront.net/SpeechTech/TemplateImages/ST-Logo.svg" /></a></div> <p><span>SpeechTechMag.com is the premier online destination for comprehensive, independent coverage of information impacting speech technologies.</span></p> <p>All Content Copyright © 2009 - 2024<br /><a href="http://www.infotoday.com" target="_blank" rel="noopener">Information Today Inc. </a></p> <div style="width: 300px; 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