I was reading an article this morning about things we can learn from Social Design. In particular, what I liked was the fact that they weren’t trying to analyze the typical examples – Facebook, YouTube, SecondLife, etc. – but rather learn from the mistakes of other less-known ventures. In particular, there were four “Lessons Learned” [...]
I was recently asked the question about where did I see speech recognition moving towards in the near future. In my mind, the two directions I’m seeing have to do with who is using it and the reason they are using it. On one hand, I see speech recognition becoming a critical player on the [...]
It seems in this new era of YouTube shows and video-generated content, it wouldn’t take long after the success of some of those SNL sketches for someone to come up with a full-fledged movie in our space – the Call Center Movie. We all need a good laugh every now and then, plus it doesn’t [...]
That’s right. We all know how it all started… Customers were stuck in IVR hell and then a savior came along and provided lists of company’s phone numbers and tips on how to circumvent self-service systems and reach an operator as soon as possible. Now, the natural evolution brings up man’s best friend – Bringo! [...]
Techcrunch along with other news services and blogs are continuously reporting and providing updates on Guy Kawasaki’s newest venture: Truemors. The service basically allows you to report ‘rumors’ via email, text messaging, and yes… phone. They have a partnership with Spinvox which I wrote about back in February as a startup to watch because they [...]
NPR has a very interesting that explores how human behavior isn’t limited to real world interactions but actually extends to others types of interactions, including virtual worlds such as Second Life. Which makes me wonder… if it’s in our nature to balance things such as personal distance and eye contact in both the real and [...]
Apparently so… I’ve been using Tellme and its services for a long time. Some of them were extremely good – such as the Traffic Report application which then got phased out once the government implemented local 511 services such as the one in Arizona. On the other hand, Web 2.0 seems to be surrounded by [...]
It is very interesting to see how this new Web2.0 wave allows apparently disparate technologies to be merged together and implemented in radical new ways. Robert Scoble recently covered how Nexidia is using phonetic search to index video and audio content which then can be searched. And not only that, but by having a textual [...]
C-Net recently announced a new service by Google that allows you to perform Local Voice Search. The service is pretty straightforward: you dial an 800 number, and via speech recognition, you can say the category of business you’re looking for or the name of the business you need and will be connected to that business [...]
While browsing the web and reading articles about Customer Experience and their role in Customer Satisfaction, I ran across a great review by Dale Wolf where the relationship between a music band and their success when looking at their “relentless pursuit of the overall customer experience” made me realize that in a sense, us VUI [...]
