Helpspeak

They say a business is only as good as the service it provides to its customers. Hence, in an increasingly digital world where consumers are more accepting of customer self-service and non-human agents online and by phone, it makes sense for enterprises to automate more of their customer service interactions—particularly with the aid of speech technology. To do otherwise risks frustration and abandonment from clientele seeking speedy help, the experts agree.

Consider that the interactive voice response systems that companies have been using for years now are becoming more conversational with the help of artificial intelligence and speech technology advancements like voice-enabled chatbots. Intelligent virtual assistants can understand human speech in many languages and respond using text-to-speech, allowing customer service to authenticate callers via voice, look up orders, make appointments, accept payments, answer a variety of queries, and more. Speech-to-text voice transcription technology, long used to garner insights into call data, is now being increasingly employed for analytics to better understand customer needs and trends. And more businesses are relying on Natural Language Understanding to review and auto-respond to customer tickets.

These are some of the speech tech innovations that have companies large and small abuzz with excitement in recent years over the prospect of streamlining customer service departments and call centers. But adopting these capabilities may not be easy or inexpensive. Understanding the capabilities, limitations, challenges, and adoption steps required can help organizations choose the right solutions.

I explore this fascinating tech topic in my newest story for Speech Technology magazine, available here.

Chew on this

In 2020, snacks matter more than ever to convenience store owners and operators. This is a channel, after all, where operators can capitalize on the fact that consumers gobble up 2.7 snacks a day, on average (with 47% eating three or more snacks daily), per data from Chicago-based IRI.

But it’s the kind and quantity of noshes that are making c-store snack experts sit up and pay closer attention lately. That’s because snack drivers and occasions continue to evolve. For example, polling from CSP sister research firm Technomic shows that consumers are more likely to eat smaller meals across their day, with the period between breakfast and lunch proving to be a winner for promoting in-store snacks; it’s no surprise, then, that 73% of convenience stores provide midmorning snacks among their offerings—more than any other foodservice channel.

Curious what other snacking trends are observed among convenience store customers? Read my newest article for CSP Magazine, available here.

Difficulty qualifying for a mortgage? Try an FHA loan

You want to buy a home so bad you can practically taste it. Yet you have less-than-desirable credit and not enough salted away for a down payment as you had hoped.

Truth is, it’s likely going to be difficult to qualify for a conventional mortgage loan. That’s because traditional home loans often require putting more than 5% down and having a FICO credit score in the 640 or higher range.

But you’re not licked. Fortunately, there are options you can pursue that can fulfill your dream of homeownership. One of them is an FHA loan, which is backed by the government and offered by lenders approved by the Federal Housing Administration.

Learn more about an FHA home mortgage by reading my article on this topic for my newest client, The Lenders Network, available here.

The hills are alive with the sound of Cineversary

For Cineversary podcast episode #22, host Erik Martin sings the praises of "The Sound of Music," celebrating a 55th anniversary this month, and is joined by Julia Hirsch, former story editor for director Robert Wise and author of the book "The Sound of Music: The Making of America’s Favorite Movie." Erik and Julia examine why this beloved musical is worth celebrating all these years later, its cultural impact and legacy, what we can learn from the picture today, how it has stood the test of time, and more.

Julia Hirsch

To listen to this episode, click here or click the "play" button on the embedded streaming player below. Or, you can stream, download or subscribe to the Cineversary podcast using Apple Podcasts, Stitcher, Spotify, Google Podcasts, Breaker, Castbox, Pocket Casts, Google Play Music, PodBean, RadioPublic, and Overcast.

Learn more about the Cineversary podcast at tinyurl.com/cineversarypodcast and email show comments or suggestions to cineversegroup@gmail.com.

Spotlight on repurposed products

There are many things you can do to lessen your ecological impact and protect the environment—from reducing electrical consumption and driving a hybrid car to recycling your trash and planting a tree. But there’s another sustainable step you also take, one that combines your passion for the planet with your love of gardening and alfresco entertaining: Opt for lawn and garden products made from repurposed materials.

More brands today are recycling plastic, rubber, and other discarded ingredients and transforming them into popular products that can be used in your yard, including mulch, landscape fabric, and outdoor furniture. Only consumers are getting more than merely guilt-free green goods; they’re also benefitting from high-quality durable merch, say the experts.

For success stories and more information, read my latest article for The Costco Connection, available here.

Thinking about refinancing? Here's what you need to know

Mortgage rates hit an all-time low recently. That has prompted a flurry of homeowners to refinance. Others may be waiting things out or need to know more before proceeding. They may be asking themselves: How does refinancing work? And what is refinancing a home all about?

The refinancing process isn’t much different from what was involved when you first purchased your home and closed on a mortgage. Understanding how refinancing works and the options available to you can put you in a better position to make a more informed decision. To help guide your choices, read my first article for new client Bankrate.com, available here.