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Speech Recognition: Getting It Right

Effective change management and staff engagement in a risk averse environment. How the Australian Department of Defence introduced an open menu voice recognition system which didn't upset the customer whilst dramatically reducing queue times and reducing average handle time by 15%.
Recorded Apr 28 2010 45 mins
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Dan Miller, Opus Research - Luke Johnston, Defence Service Centre
Presentation preview: Speech Recognition: Getting It Right
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Opus Research

  • Managed Customer Engagement – A Disruptive Way Forward for CX Aug 19 2021 6:00 pm UTC 45 mins
    Derek Top, Opus Research; Dan Miller, Lead Analyst, Opus Research; Cory Good, SVP Digital Transformation Strategy, [24]7.ai,
    Companies are scrambling to transform their businesses to meet the exploding digital demand. Delivering better CX experiences through "Managed Customer Engagement" helps reduce costs, increase automation and expand digital channel adoption. In this webinar, learn specific techniques to succeed with Digital Transformation initiatives. Topics include: Overcoming cross-departmental hurdles to connect technology silos; Unique integrations of Artificial Intelligence and Human Intelligence (AI + HI); How to link teams, obtain executive sponsorship, and change mindsets; and What it takes to find the right partner.
    Save your seat
  • Remote Identity Proofing: Security, Convenience, and Continuity Jul 28 2021 3:00 pm UTC 60 mins
    Dan Miller, Opus Research; Derek Top, Opus Research; Conor White, Daon; Jason Beloncik, Daon
    Smartphones and other mobile devices are increasingly the first point of connection between individuals and their banks, insurance companies, healthcare providers, universities, government agencies, and a growing variety of retailers. So when it comes to building trust, preventing fraud, and activating potential customers, a safe and efficient mobile onboarding experience is your gateway to a fruitful and long-lasting customer journey.

    And yet, many large and highly capable organizations are still struggling to safeguard, expedite, and otherwise optimize this process. All the while, fintechs and other digital-native businesses continue to siphon away customers by virtue of having mastered this one, crucial area of technical expertise.

    Join Opus Research for a conversation with executives from Daon, a market leader in biometric-based identity assurance, in a live, interactive webinar (Wednesday, July 28) to hear how identity proofing and onboarding can make or break the modern customer experience, and how your organization can take immediate, concrete steps to protect, enhance, and unify your identity processes at every stage of the customer journey.
    Save your seat
  • New Truths About Self-Service: Enabling Conversational Service Automation Recorded: Apr 28 2021 40 mins
    Dan Miller, Lead Analyst & Founder, Opus Research; Prof. Levent Arslan, Founder & CEO, Sestek
    Overcoming business challenges for customer care by leveraging AI-powered solutions to improve efficiencies and customer experience. Hear real-world case studies from businesses utilizing the the "3 A's" - Automate, Authenticate, Analyze - support Conversational Service Automation.
    Watch now
  • Action Plan for ASR: Applications for Conversational Intelligence Recorded: Apr 6 2021 48 mins
    Dan Miller, Lead Analyst Opus Research; Scott Stephenson, CEO, Deepgram; Derek Top, Research Director, Opus Research
    Businesses are just scratching the surface when it comes to employing the insights derived from speedy, accurate automated speech recognition.

    In this webcast, Opus Research joins Deepgram to describe real-world Conversational Intelligence applications in contact centers, collaboration platforms and beyond. With confidence in accurate transcription, you’ll hear how firms:

    • Streamline development processes (capturing, indexing collaboration content)
    • Automate customer care and support (voicebots)
    • Promote customer retention (sentiment recognition)
    • Secure and personalize conversations
    • Comply with privacy regulation (scripting and redaction)
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  • Delivering Business Value with Automated Speech Recognition Recorded: Mar 17 2021 47 mins
    Dan Miller, Lead Analyst & Founder, Opus Research; Derek Top, Research Director, Opus Research; Shadi Baqleh, COO, Deepgram
    A recent Opus Research global survey found businesses view speech recognition technologies used to capture, transcribe and analyze conversations as an emerging business opportunity. The global survey of 400 decision-makers across 8 industries centered on current and planned uses of “automated speech recognition” technologies, specifically "speech-to-text conversion" deployed in conjunction with natural language understanding or speech analytics.

    Many businesses are finding "accuracy" is table stakes for ASR-based solutions. Firms are putting a premium on real-time analytics and flexible deployment options.

    In this webinar, Dan Miller, lead analyst & founder with Opus Research, and Derek Top, research director, join Shadi Baqleh, COO of Deepgram, to learn how businesses derive value from ASR solutions. Topics include:

    • Exclusive data from a global survey of 400 business decision-makers
    • Combining voice recognition with search, commerce, and automation
    • Why implementations are largely use case driven
    • Redefining “voice of the customer” (i.e. better listening and intent recognition)
    Watch now
  • The Shift to Customized Voice Assistants: How Will You Compete? Recorded: Mar 9 2021 50 mins
    Dan Miller, Opus Research; Michael Zagorsek, SoundHound Inc.; Nithya Thadani, RAIN; Derek Top, Opus Research
    A global survey of 320 decision makers across 8 major industries has confirmed that voice assistants are becoming ubiquitous. While customer service, convenience, and loyalty top the list of the benefits, many organizations are unsure how to show ROI or monetize their investments in voice AI.

    Although two-thirds of companies have implemented a voice assistant, many have not fully customized the experience, and 33% are still sitting on the fence. Join us to learn what top brands are getting right and what you can do to stay competitive. In this webinar you'll discover:


    ● The most recent trends in voice investments
    ● Common challenges of a voice-first strategy
    ● The real value of voice assistants for top brands
    ● How to measure the success of a voice assistant
    ● Unseen opportunities for monetization and proving ROI
    Watch now
  • Hiding in Plain Sight: How to Infuse AI Into Your IVR Recorded: Feb 18 2021 44 mins
    Dan Miller, Lead Analyst & Founder, Opus Research; Grant Duncan, VP, Marketing, Voximplant
    In the coming years, expect upgrades to Conversational IVR systems to recognize the intents of callers based on natural language input and respond with accurate answers, recommendations or actions. A cloud-based approach brings these sophisticated capabilities within the reach of almost any business. In this live webinar, join Dan Miller, lead analyst and founder with Opus Research, Derek Top, research director with Opus Research, and Grant Duncan, VP of Marketing with Voximplant, to hear how to train IVRs — the workhorse of automated self-service — to be the cornerstone of your company’s digital self-service strategy. Topics include:

    * Real-world use cases for democratizing Conversational AI
    * Leveraging natural language input to respond with accurate answers, recommendations or actions
    * How a cloud-based approach brings these sophisticated capabilities within the reach of almost any business
    Watch now
  • The Commercial Case for Intelligent Authentication Recorded: Jan 11 2021 20 mins
    Dan Miller, Lead Analyst & Founder, Opus Research; Matt Smallman, Director, SymNex Consulting
    Developing a business plan for intelligent authentication requires a thought-out approach in order to make a wise investment. In the past, solutions for voice biometrics tended to be expensive and complex, suitable for only large enterprises. But today, many organizations are finding compelling options for fraud prevention and intelligent authentication in delivering operational efficiencies and improved customer experience.

    In this next installment of the “The Business of Intelligent Authentication” video series, Matt Smallman, director with SymNex Consulting, and Dan Miller, lead analyst and founder at Opus Research discuss the real-world realities in developing the commercial case for Intelligent Authentication.
    Watch now
  • Getting Contact Center Authentication Right in 2021 Recorded: Dec 15 2020 24 mins
    Dan Miller, Lead Analyst & Founder, Opus Research; Matt Smallman, Director, SymNex Consulting
    In today’s contact center environments, many businesses still rely knowledge-based authentication and passwords for customer identity and verification. As has been tracked for years, these authentication methods are prone to fraud and provide poor customer experiences.

    In this first installment of the “The Business of Intelligent Authentication” series, Matt Smallman, director with SymNex Consulting and Dan Miller, lead analyst and founder at Opus Research, have an in-depth conversation about the weaknesses of contact center security methods and what’s next in 2021 for redefining customer self-service with intelligent authentication.
    Watch now
  • The New Authentication Ecosystem: A Primer Recorded: Oct 20 2020 40 mins
    Dan Miller, Opus Research; Matt Smallman, SymNex Consulting; Shawn Edmunds, LumenVox
    Hear research findings and insights from the recently published "2020 Intelligent Authentication and Fraud Prevention Intelliview: Solutions for Emerging Security Threats and CX Challenges"
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  • Intelligent Authentication and Fraud Prevention Intelliview Recorded: Sep 11 2020 25 mins
    Dan Miller, Lead Analyst, Opus Research; Derek Top, Senior Analyst, Opus Research; Matt Smallman, Director, SymNex Consulting
    Opus Research and SymNex Consulting provide enterprise decision makers with competitive context for evaluating selected solution providers supporting secure customer contact experiences and fraud prevention.
    Watch now
  • SMS + Automation: The Next Level in Conversational Sales and Analytics Recorded: Jul 23 2020 49 mins
    Dan Miller, Lead Analyst and Founder, Opus Research; Brian Craig, VP, Product Marketing, Marchex; Matt Berman, CEO, Sonar
    How textbots and SMS messaging can dramatically uplift conversions and drive critical actions that increase revenue

    Join Opus Research and Marchex for a comprehensive webinar on the rise of automation in SMS and how it can be applied to accelerate prospects through your sales funnel. Actual customer use cases of Marchex Sonar will provide real-life examples of what this technology can do for businesses today.
    In this webcast, you’ll hear how SMS, when integrated with automation and AI-powered workflows, helps businesses:
    • Accelerate lead qualification and sales conversion by offering
    • Boost sales productivity as much as 5X or 10X
    • Add new customers and revenue
    Watch now
  • Survival Guide to the 50 Shades of Phone-Based Fraud: The Pandemic Edition Recorded: Jun 25 2020 48 mins
    Opus Research and NICE
    There’s nothing like a first-ever global crisis to expose pre-existing performance problems and known security vulnerabilities in the customer care fabric of brands around the world.

    Join Opus Research and contact center software solutions provider NICE for this live, interactive webinar (June 25th) to hear about the latest industry trends and gather tips on how to fight fraud in the "new normal." Topics include:

     
    * How contact center operators are turning to cloud-based solutions implement the latest technologies for intelligent authentication and fraud-loss prevention

    * How workflows for both agents and customer will be permanently changed with the introduction of swift, strong and adaptive caller authentication

    * The need for contact centers to incorporate a checklist of intelligent authentication solutions including real-time, risk awareness, multi-factor and more.
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  • Introducing Native Process Automation: AI-Infused Workflows for Contact Centers Recorded: Jun 2 2020 47 mins
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    Cloud-based contact center specialist, Thrio, has introduced "Native Process Automation" (NPA) to help both customers and contact center agents complete their tasks. In this webinar, learn:

    * Why the global pandemic has permanently altered commerce and customer care for voice and digital channels
    * Integrating NPA into both agent and customer workflows
    * What it takes for cloud-based services to support both agent-based and automated self-service
    * How NPA delivers the benefits for Conversational AI
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  • Measuring the True Effectiveness of Virtual Assistants Recorded: Mar 19 2020 48 mins
    Dan Miller, Lead Analyst & Founder, Opus Research; Aakrit Vaish, Co-Founder & CEO, Haptik
    In this live, interactive webinar, Opus Research and Haptik discuss the following key topics:

    * How existing methods of measuring intelligent virtual assistant customer experiences have limitations
    * Defining "Intelligent Satisfaction Score" and how it is calculated
    * How brands and enterprises are deriving actionable insights in assessing true IVA effectiveness.
    Watch now
  • Enhancing Artificial Intelligence with Human Insight Recorded: Feb 20 2020 49 mins
    Dan Miller, Lead Analyst and Founder, Opus Research; Patrick Nguyen, Chief Technology Officer, [24]7.ai
    How Companies Make the Most Out of Conversational AI Investments

    Opus Research and customer care experts [24]7.ai discuss how orchestrating interactions that involve AI and customer service live agents is no longer an “either/or” proposition – it now means blending the best of both in ways that take advantage of what each does best.
    Watch now
  • Automated Assistance: Shaping the Future of Digital Customer Support Recorded: Jan 30 2020 48 mins
    Dan Miller (Lead Analyst, Opus Research) and Jeff Saenger (VP, Customer Success, Helpshift)
    Opus Research and Helpshift discuss the results from a survey of companies that deploy solutions that power the most sought-after customer service experience that will lead to lifetime loyalty. Learn how digital-first businesses that implement automated, conversational messaging for customer service are making an impact on the bottom line.
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  • How Conversational Intelligence Drives Better Business Outcomes Recorded: Dec 10 2019 49 mins
    Dan Miller, Lead Analyst and Founder, Opus Research; Brian Craig, VP, Analytics, Marchex
    Join Opus Research and Marchex to learn how conversational intelligence can drive better business outcomes that can be measured and validated to convert leads, increase close rates and associated revenue increases.
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  • Global Survey: Speech Analytics & Conversational Service Automation Recorded: Nov 19 2019 48 mins
    Dan Miller, Opus Research; Jafar Syed, Uniphore; Samith Ramachandran, Uniphore
    An Opus Research four-year global survey documents the business impact of Speech Analytics technologies to enable a path to digital transformation and address immediate customer issues. Enterprise customers show growing interest in real-time customer journey orchestration and intelligent assistance, adding elements of Artificial Intelligence (Natural Language Understanding, Machine Learning) to improve customer experience, bolster employee productivity, and enable Conversational Service Automation.
    Watch now
  • Introducing Visual Speech Recognition Recorded: Sep 17 2019 47 mins
    Dan Miller, Opus Research; Liam McQuillan (Co-founder and CEO) Fabian Campbell-West (CTO), Liopa
    “Visual Speech Recognition” (VSR) is a game-changing technology that will prove invaluable as individuals, enterprises and government agencies expand their ability to understand spoken words in challenging environments. It is an example of how unprecedented computer power and data access can make everyday tasks easier in a "Voice-First" world. Learn more about VSR in this free webinar, September 17th.
    Watch now
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  • Presented by: Dan Miller, Opus Research - Luke Johnston, Defence Service Centre
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