Customer frustrations are increasing in today’s challenging business climate. Under heavy pressure to improve customer satisfaction, enterprises need to rely on a combination of the right technologies, people, and processes to enhance the customer experience and increase the bottom line. Therefore,
enterprises need to develop a clearer line of sight with the customer and their needs when it comes to communication. This talk reports key findings from Ovum’s latest survey of 4,000 consumers on customer service preferences for client engagement.

Given advancements in speech recognition, transcription, translation, text-to-speech synthesis, and application processing power, the days of a speech based virtual personal assistant are closer than ever. Yet a number of hurdles remain as solutions providers must overcome gaps in some specific areas, including speaker identification, noise cancellation, speech extraction, language recognition, translation, and, ultimately, understanding. This talk explores these gaps and presents an exposition of the technologies that bridge them.