Dallas311 Gives Citizens a Voice to Quickly Find Information & City Services with Improved Dallas311 System, Powered by Nuanc...
November 01 2016 - 8:00AM
Business Wire
New Conversational IVR Phone System, “Easy
Speak,” Listens, Understands and Engages to Route People to the
Right Information, Faster Than Ever Before
Nuance Communications, Inc. (NASDAQ: NUAN) today announced that
the City of Dallas has rolled out a significant update to its
Dallas311 (dallascityhall.com) city information phone system that
will give Dallas residents easy access to important City resources.
By implementing Nuance’s Conversational IVR (interactive voice
response) with natural language understanding (NLU), Dallas311 is
enabling its customers to get to information more quickly and
easily – all through natural, conversational dialogue.
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Historically, Dallas311, the city’s leading source for
information, has faced challenges with its caller experience, due
in large part to limited IVR functionality and extensive phone
trees, which has also led to lengthier calls, higher AHT (average
handle time) and higher overall call center traffic. With the new
Nuance NLU system, “Easy Speak,” Dallas311 aims to improve the
caller experience with an easy-to-use system that allows people to
simply say what they want in their own words to get to the
information that they need. By engaging callers in a conversational
dialogue and directing them to the right information from the
start, Dallas311 intends to reduce the overall time that people
spend on the phone, as well as avoid misrouted calls and
unnecessary call transfers, both of which can be key areas of
frustration for callers. The new system can also help to improve
Dallas311 agents’ experience by limiting the time that they spend
routing and transferring calls, and allowing them to focus on those
calls that require personal attention or action.
Getting information from Dallas311 will now be as simple as
having a conversation. Callers to Dallas311 will now hear a prompt
asking them: “How can I help you today?” and they can respond
naturally, in their own terms. Examples include:
- “How can I get a new roll cart for
trash pickup?”
- “Can someone help me with animal
services?”
- “I have a question regarding code
compliance.”
“Our primary goal with the new IVR system from Nuance is to make
it easy, fast and convenient for people to get information,” said
Margaret Wright, Assistant Director, Dallas311, City of Dallas.
“Adding natural language capabilities to our IVR allows us to
quickly get callers to the right place to find what they need,
minimizing their time on the phone. It also cuts the time that our
city agents spend redirecting and transferring calls and allows
them to focus on answering questions. It’s a win for both citizens
and for Dallas311 in terms of increased convenience and more
effective and efficient city services.”
Recent survey data has shown that the majority of consumers
prefer to interact with businesses through intelligent and
conversational systems when it comes to seeking customer service
across the Web, mobile, and phone channels (IVR). For example, a
2016 global survey commissioned by Nuance showed that 89% of
consumers prefer and, in fact, expect a conversational interaction
when it comes to customer service, with 87% reporting that a
positive interaction with a company will determine whether that
consumer continues their relationship with the company.
“The City of Dallas is demonstrating real leadership when it
comes to innovation in the call center,” said Robert Weideman,
executive vice president and general manager, Enterprise Division,
Nuance. “They had a vision to reinvent their caller experience with
conversational technology, and that vision has led to a natural
language system that will not only provide a more convenient
experience for the caller, but a more efficient process for
Dallas311 through increased automation, reduced call duration, and
fewer agent-to-agent transfers.”
Nuance helps organizations to deliver intelligent self-service
solutions so customers can quickly and easily get what they need
from contact centers, websites or mobile apps – how, when and where
they want to engage. Nuance’s natural language understanding
technology allows customers to simply speak when calling into a
business so they can quickly and easily resolve their question.
This next generation IVR allows for a more human conversation with
technology through engaging callers in natural dialogue and
intelligent conversation. Nuance’s IVR solutions have been adopted
globally by large organizations such as Delta, FedEx, Huawei, and
TalkTalk.
For more information about Nuance’s NLU solutions for IVR,
please visit Nuance.
About Nuance Communications, Inc.Nuance Communications,
Inc. (NASDAQ: NUAN) is a leading provider of voice and language
solutions for businesses and consumers around the world. Its
technologies, applications and services make the user experience
more compelling by transforming the way people interact with
devices and systems. Every day, millions of users and thousands of
businesses experience Nuance’s proven applications. For more
information, please visit www.nuance.com.
Trademark reference: Nuance and the Nuance logo are registered
trademarks or trademarks of Nuance Communications, Inc. or its
affiliates in the United States and/or other countries. All other
trademarks referenced herein are the property of their respective
owners.
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version on businesswire.com: http://www.businesswire.com/news/home/20161101005509/en/
Nuance Media Contact:Erica Hill, +1 781-888-5518Director
Corporate Communicationserica.hill@nuance.comorDallas311 Media
Contact:Justin Snasel, +1 214-243-2044Sr. Public Information
Officerjustin.snasel@dallascityhall.com
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