With the new year already underway, many of us are in search of the latest technologies to determine how they will impact our lives. Below is a list of popular technology trends for 2017 that intersect with speech technologies.
The Internet of Things (IoT) continues to grow. One of the IoT’s most popular areas is smart homes. As a result of the interconnectedness that the IoT provides, more and more devices and systems within the home are connected. According to BI Intelligence, the number of smart home devices shipped will grow from 83 million in 2015 to 193 million in 2020. Speech technologies provide a natural way to interact with smart home devices; the combination of speech recognition and natural language processing enables devices to understand users’ actual speech, and the text-to-speech functionality enables devices to speak. Given the increasing prevalence of smart homes, speech technologies will soon be an indispensable part of our daily lives.
According to Gartner, conversational systems are among 2017’s Top 10 Strategic Technology Trends. These systems have already been used in customer services applications; contact centers were among the earliest adopters. By implementing natural language understanding and speech recognition technologies, contact centers replaced interactive voice response (IVR) menus with simple verbal requests by customers, such as “I want to upgrade my account” or “I want to know my credit card balance” before routing callers to the correct destination in fewer steps and less time. We are using more and more conversational systems not only in business applications but also our in daily lives. From home devices to intelligent applications, conversational systems have a wide range of uses. As a result of the increasing popularity of the IoT, conversational systems will continue to be an indispensable part of our lives.
Machine Learning and Artificial Intelligence
Machine learning and artificial intelligence continue their evolution by including new technologies like deep learning, neural networks, and natural-language processing. According to the latest Artificial Intelligence Report, the overall artificial intelligence market is expected to be worth US$16.06 Billion by 2022, an increase of 62.9% over 2016. Consequently, we will be seeing ever more advanced systems that understand, learn, predict, and adapt in ways that transform many familiar applications into intelligent devices. From search engine algorithms to IVR systems and virtual assistants to chatbots, artificial intelligence already enjoys extensive usage.
Virtual Assistants and Chatbots
As the reach of artificial intelligence increases, virtual assistants and chatbots are expected to grow exponentially. In addition to key players like Amazon, Google, and Apple, there will be many newcomers to the market. While virtual assistants are more likely to be positioned as general purpose aids, chatbots are ideally suited for use as enterprise-wide, multi-channel conversational agents. As these technologies become smarter and more personalized, they will proliferate across consumer and enterprise sectors. Since speech is the main interface to interact with such technologies, the use of speech technologies will increase in parallel with the dramatic growth in virtual assistants and chatbots.
The proliferation of the IoT has increased the need for connected device security. Every connection to the Internet carries some risk of being hacked, and IoT devices are especially vulnerable because they are always connected to the Internet. Voice biometrics offer an effective solution to provide enhanced security for connected devices. First, any individual’s voice is unique that person, just like a fingerprint or an iris. Unlike PINs, passwords, and challenge questions, voice biometrics cannot be compromised without the knowledge of the legitimate user, providing far greater security. Furthermore, voice biometrics provide a natural and effortless method of authentication. Voice commands make more sense than touch interfaces in many situations; users are already accustomed to interacting with devices via voice. That is why it is easy to imagine that voice biometrics will become the most widespread IoT security measure.
Technology trends are always changing; every year, we explore new technologies that profoundly influence our lives. It appears that 2017 will witness breakthrough developments in which speech technologies will have an active role. Speech technologies will contribute to a better use of the latest technologies by increasing efficiency, enhancing user experience, and improving security.
Publish Date: January 19, 2017 5:00 AM
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|2.)||Call Center Studio|
Call Center Studio
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ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.
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|5.)||Comm100 Network Corporation|
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CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
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Eckoh Experience Portal
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eGain omnichannel customer engagement solutions power digital transformation for leading brands.
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Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.
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|13.)||Fusion E-Solutions LLC|
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70,000 health-related searches are made on Google every minute. The digital front door as a channel is more important than ever for helping consumers access care. OrbitaENGAGE, leverages powerful conversational tools such as chatbots, voice search, and voice SEO, which guide consumers as they search for and navigate care. Capabilities focus on call deflection and include: Find a doctor or location , Appointment scheduling , Healthcare FAQs, Virtual triage
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