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Since the dawn of conversational AI integrating into contact centers, one thing has been heard repeatedly… The robots are here to take our jobs! – Someone in recent history at some point or another Yet when examining the facts versus fiction that sentient bots are here to end the live agent workforce, the opposite is […]

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While there are many different facets to conversational AI, virtual agents, and the technology as a whole, one aspect to recognize when considering and implementing a solution is customer experience. Customer experience (CX) is the impression a customer has of your brand or company. It shapes how a customer sees your brand from the beginning of their journey […]

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Let’s set the scene. Our friend Alex is enduring a lot of stress at one time; He’s unable to get his car working and has somewhere to be. Relief is just on the horizon of the phone call he’s placed — that relief being roadside assistance coming to the rescue with a jump or a tow. It […]

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Let’s be honest. The last situation anyone wants to encounter when facing an issue is a voice on the other side of the line that cannot perceive human interaction. Whether it’s reporting an outage or making a payment, customers want the least amount of interaction friction, and in the past, calling into a customer service […]

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Picture this: a customer is browsing through your company’s website searching for a pair of shoes they’ve been dying for. They’re in luck. The stock has just been replenished, and they are now the proud owner of a pair. 5-7 days later, a brown box arrives on their doorstep. It’s a quick hit of dopamine, […]

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Word Error Rate (WER) is a common metric for measuring speech-to-text accuracy of automatic speech recognition (ASR) systems. Microsoft claims to have a word error rate of 5.1%. Google boasts a WER of 4.9%. For comparison, human transcriptionists average a word error rate of 4%.  If you are a contact center leader looking to automate […]

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The COVID-19 pandemic is exposing frailties in our already strained US healthcare system. To cope with the surging number of COVID-19 cases, some hospitals are suspending elective procedures and converting operating rooms to ICUs. Medical resources and staff are being diverted to help with testing and treatment of patients diagnosed with the coronavirus. For healthcare […]

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Speech recognition is never 100% right. That’s simply a fact. If you’ve ever tried the speech-to-text feature when composing a text message, then you know how inaccurate voice transcription can be. It may get most the words right, but rarely all the words. Although we may have entered the golden age of AI, and the […]

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Just about everyone has an IVR horror story to share. Being forced to listen to repetitive menus. Getting stuck in an endless cycle of trying to navigate through options that don’t meet your needs. Wanting to throw the phone against the wall in frustration after hearing an automated voice announce, “I’m sorry, but I didn’t […]

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Earlier this month, Choice Hotels, the 2nd largest hotel franchiser in the world with more than 7,000 locations, took the stage for the virtual Customer Response Summit hosted by Execs In The Know. For the first time, they spoke out about their bumpy journey to getting a conversational AI experience worth talking about. Here are […]

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