The Little Engine That Could

Mike Donoghue is a member of a multinational information technology corporation where he collaborates on the communications guidelines and customer relationship strategies affecting the interactions with internal and external clients. He has analyzed, defined, designed and overseen processes for various engagements including product usability and customer satisfaction, best practice enterprise standardization, relationship/branding structures, and distribution effectiveness and direction. He has also established corporate library solutions to provide frameworks for sales, marketing, training, and support divisions.

The innovations in speech engines just keep getting better and better. Certainly, there are accent and language difficulties (as has been noted in even the most advanced technologies), but as an important utility to organizations, their potential is only just starting to be realized.

Companies always work toward having the competitive edge and more often than not the key issues focus on the perceptions of their customer service. When we think of speech recognition in the workplace, it often gets associated with annoying voices that are supposedly helping to direct our calls to the right people. Speech engines are often regulated to respond to various commands in order to perform these operations, start a simple function and other tasks. However, the other side of audio recognition technology is not in what we say to it, but rather what it gets from what we have to say.

What Are You Talking About?
Monitoring an organization’s interaction with the world beyond requires a number of tools and processes so as to get a picture of how the communications flow occurs and the intensity of those exchanges. Voice communication doesn’t always get the same attention as other methods since firms find it difficult to evaluate and track exact tone, words used and other factors that influence a message. Analyzing a stream of spoken conversation, making it available for …

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