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%. When comparing conversational AI solutions that automate interactions over telephony, […]
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 […]
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 […]
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 […]
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 […]
The editorial team at CrmXchange sat down with our own Brian Morin to dive into the top 10 questions their readers ask about deploying stellar experiences with conversational AI over voice. Please provide a brief overview of SmartAction’s conversational AI. At a 50,000 ft level, the best way to think of us is having all […]
At SmartAction, we design, build, and operate AI-powered virtual agents for more than a hundred brands, ranging from mid-sized companies to the Fortune 500. That means we’ve done a lot of end-to-end customer journeys from “press 1” to “How Can I Help You Today?” As you can imagine, operating the AI-powered CX for some of […]
Meet 7 different brands from our video roundtable who shared their different experiences with AI-powered virtual agents. Aarde @ TechStyle Fashion Group “When someone calls in, the first thing they hear is, “Thank you for calling JustFab, how may I help you?” They don’t have to say the word “shipping,” they don’t have to say […]
Frictionless experiences with conversational AI are not created by accident, but meticulously crafted by expert designers who know exactly how humans interact best with machines. Fabletics leverages a Virtual Agent to interact with their customers every time you call them. Take a listen to the clip below and learn a few best practices from the […]
What a journey it’s been in the conversational artificial intelligence space. Over the past two years, while Google searches for “speech recognition” have fallen and queries for “artificial intelligence” have flatlined, searches for “conversational ai” are on an upward trajectory. According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants […]
Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.
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