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The New Modern Classroom: AI in Education

As we’ve discussed in the past, artificial intelligence and speech recognition are enabling technologies that help and assist humans. For Interactions, this means enabling enterprises to communicate better with their customers and improve the customer experience. AI is here to help and assist humans, not to replace us and our jobs.
Interactions April 19, 2017 | 4 min read
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The True Cost of DTMF

Press 1 for lower CSAT, 2 for lost revenue We have all been on the receiving end of this ancient customer service technology. “Press 1 for sales, 2 for billing, 3 for something else…”. Dual Tone Multi-Frequency Touchtone dialing (DTMF) presents a list of menu options to choose from and directs your call accordingly.
Interactions March 7, 2017 | 4 min read
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Artificial Intelligence: Assistant, not Overlord

Today’s tech buzzword, Artificial Intelligence (AI), can be a difficult concept for many people to wrap their heads around. AI technology, which arguably holds vast potential to revolutionize the way the world works, is nonetheless often used to paint an apocalyptic view of the future.
Mike Iacobucci
Mike Iacobucci December 27, 2016 | 6 min read
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8 FAQs About Artificial Intelligence and Customer Service

Artificial Intelligence (AI) is an important and evolving concept that is having significant impact within the Customer Experience industry — and it’s a topic that is being talked about on a seemingly daily basis at this point.
Interactions December 14, 2016 | 7 min read
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Now that Microsoft has achieved human speech parity – what’s next?

Since the early days at Bell Labs, when speech recognition was in its infancy, the goal has always been to transcribe what was spoken – perfectly. There is a long history of amazing technology milestones that have led us from having computers make sense of simple words, then phrases, then sentences.
Interactions October 24, 2016 | 5 min read
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Combining Artificial Intelligence with Human Intelligence

Artificial Intelligence (AI) is currently one of the most talked about topics – spanning various industries, companies, and applications. More recently, though, the conversation has shifted to begin acknowledging the role of humans behind all of this automation, particularly when it comes to ensuring accuracy and top performance.
Mary McKenna
Mary McKenna October 4, 2016 | 1 min read
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How Machine Learning Drives Better Enterprise Customer Care

When it comes to enterprise customer care, machine learning enables Virtual Assistant solutions to automate tasks that used to require a live agent: password resets; address and complex information collection; even sales support. Integrating machine learning into enterprise customer care opens doors to more flexible automated solutions.
Interactions August 24, 2016 | 4 min read
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What is Machine Learning – and Why is it Important?

Lately, it seems that every time you open your browser or casually scroll through a news feed, someone is writing about machine learning and its impact on both humans and the advancement of artificial intelligence.
Interactions July 7, 2016 | 5 min read
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How Machine Learning Adds Value to Customer Experience

Recently, Harvard Business Review published an article highlighting how many organizations are reengineering business processes with powerful machine learning algorithms.
Interactions March 10, 2016 | 3 min read
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Why (and How) the Speech Industry Needs to Change

Increasingly, we are living in a customer-obsessed business environment. In fact, some analysts have even gone so far as to call customer experience one of the top critical success factors determining which businesses will win and fail in 2016 and beyond.
Mike Iacobucci
Mike Iacobucci February 10, 2016 | 4 min read
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Six Observations from SpeechTEK 2015

Recently, the team from Interactions attended SpeechTEK 2015, the annual conference focusing on speech recognition, natural language understanding, and customer interaction technology, which we always walk away from with tremendous insight and excitement over the future of our industry.
Interactions September 15, 2015 | 5 min read
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The Interface of Things: A Universal Remote for Your Life

When was the last time you tried to use the speech recognition feature on your phone or in your car? Maybe it was to ask your GPS program for directions, to place a call without taking your eyes off of the road or to check on traffic ahead. Did it work? If your experience is like mine, you probably had marginal success.
Mike Iacobucci
Mike Iacobucci February 12, 2015 | 3 min read

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