Tag Archives: Speech

What Elon Musk gets wrong about free speech, Twitter bots, and content moderation

  By Filippo Menczer October 28, 2022 Elon Musk’s acquisition of Twitter on October 27, 2022, has triggered renewed debate about what it means for the future of the social media platform, which plays an important role in determining the news and information many people—especially Americans—are exposed to.     In addition to expanding Twitter’s … Continue reading What Elon Musk gets wrong about free speech, Twitter bots, and content moderation

Facebook says short posts have the most views while hate speech drops on platform

The third quarter transparency reports give us more insight into the platform, but it’s unclear whether the company’s wide-ranging efforts to restore its reputation will have the desired effect. George Nguyen on November 12, 2021 On Tuesday, Facebook published its Q3 2021 transparency reports, including reports on its most widely viewed content and community standards … Continue reading Facebook says short posts have the most views while hate speech drops on platform

3 Tactics to Level Up Your Call Center Coaching With Speech Analytics

Veronica Krieg April 1, 2021 As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges catapult to the top of priority lists. Gartner research shows in two years, nearly nine in 10 leaders think 20-80% of the customer service workforce will still work from home. … Continue reading 3 Tactics to Level Up Your Call Center Coaching With Speech Analytics

Applications of AI-Based Speech Recognition in Business Today

Applications of AI-Based Speech Recognition in Business Today Praveen Mishra / 19 Aug 2020 There is no doubt that Artificial Intelligence (AI) is driving the decisive and strategic elements of multiple industries today. AI-powered algorithms are residing at the core of every business model. It wouldn’t be wrong to say that very soon the rise … Continue reading Applications of AI-Based Speech Recognition in Business Today

Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience

Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience by Laurie Sullivan  @lauriesullivan, October 18, 2019 Hunter Douglas, a manufacturer and marketer of custom window treatments, found a new way to analyze customer communications to make better products and improve customer service by using “unsolicited feedback” from consumers. By analyzing customer service calls, call center … Continue reading Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience

Marketer Uses Speech Analytics Feedback To Improve Customer Experience

Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience by Laurie Sullivan  @lauriesullivan, October 18, 2019 Hunter Douglas, a manufacturer and marketer of custom window treatments, found a new way to analyze customer communications to make better products and improve customer service by using “unsolicited feedback” from consumers. By analyzing customer service calls, call center … Continue reading Marketer Uses Speech Analytics Feedback To Improve Customer Experience

Speech Analytics: Don’t Forget About Voice in Your Digital Enablement Strategy

Omer Minkara — March 29, 2019 Follow @omer_aberdeen — March 29, 2019 Digital enablement is almost everywhere. Nearly all recent conversations I have with customer experience (CX) executives across companies of all sizes and industries involve how they currently use digital channels (e.g., social media, video and messaging), or plan to use them to meet … Continue reading Speech Analytics: Don’t Forget About Voice in Your Digital Enablement Strategy

5 Ways Not Using Speech Analytics is Affecting Your Contact Center

Just seven percent of consumers report that the customer service they experience when dealing with companies exceeds their expectations. While 26 percent have experienced being transferred between agents without resolution of the problem they initially called about. That is abysmal. Without the proper monitoring tools in place, it is impossible to monitor agent and customer … Continue reading 5 Ways Not Using Speech Analytics is Affecting Your Contact Center