Nuance Expands Artificial Intelligence Innovations to Power New Generation of Virtual Assistants
June 01 2017 - 8:00AM
Leveraging decades of experience delivering customer care solutions
globally for a wide range of industries, Nuance Communications,
Inc. (NASDAQ:NUAN) today unveiled a series of advancements in
artificial intelligence (AI) innovations across its Digital
Engagement Platform.
To address rising consumer expectations for seamless and
effortless service amidst an evolving landscape of digital and
mobile channels, Nuance’s AI innovations are powering a new
generation of customer engagement apps that enable enterprises to
communicate with consumers anytime, anywhere, and through virtually
any channel. In a single platform, Nuance is the only vendor to
combine the tooling, intelligence and analytics of natural language
processing (NLP) and cognitive technologies, as well as integrated
security, to deliver automated and assisted solutions targeted to
Enterprise needs.
“The technologies that support Intelligent Assistance are
maturing rapidly,” explains Dan Miller, Lead Analyst at Opus
Research. “Nuance’s new capabilities are examples of requirements
gleaned from real-world implementations, and benefit brands
supporting consistent intelligent assistance across multiple
customer engagement channels.”
Today, Nuance announces expansions and enhancements to
its AI-powered Digital Customer Engagement Platform,
including:
- Nuance Nina™ for Amazon® Alexa™: For the first
time, Nuance is bringing enterprise customer engagement to the
Internet-of-Things world, by teaming two VAs – Nuance Nina and
Amazon Alexa. Enterprises that use Nina can now engage with
their consumers through all devices that support Amazon Alexa,
including the Amazon Echo™. Delivered as an Alexa Skill, any
enterprise that implements Nina - a bank, airline, telco, retail,
government organization and more – can leverage that investment to
engage through Alexa-powered devices. See the announcement
here.
- Message-Based Customer Service via Asynchronous
Messaging: Nuance Nina has supported real-time messaging
through Facebook, WeChat, and more for years. Now, Nuance is
enabling live chat engagement that can be interrupted – or
asynchronous – over time. Through asynchronous messaging, consumers
can friend their bank for example, start a service conversation,
put their phone in their pocket, return to the conversation – just
as they do with their friends. Nuance’s agent-side infrastructure
enables secure routing, team engagement and analytics that ensure
questions are answered. For instance, a text-based conversation can
start via an enterprise app, SMS, or Facebook Messenger, and move
at the pace of engagement determined by the consumer. More
information will be announced in the coming weeks.
- Nina Coach: Nina Coach enables enterprises to
train and deploy their virtual assistant faster through automated
learning based on live engagements and hidden human coaches. When
the virtual assistant does not know an answer to a question, the
conversation is seamlessly escalated to a live chat agent within
the same engagement window and includes the transcript and history
of the conversation. As a next step, the VA is trained from the
live chat conversation, so it knows the answer on its own the next
time. This learning loop between the VA and the live agent creates
a seamless user experience while making the natural language
understanding (NLU) technology smarter and more accurate over time.
More information will be announced in the coming weeks.
- IVR to Digital: IVR self-service or
agent-handled calls can be moved seamlessly to digital channels
when appropriate via live chat or virtual assistants. Companies can
speed call resolution and enhance the user experience by
integrating the IVR with the power of digital. For example, instead
of having a customer wait to speak with an agent on the phone,
callers could transfer to a live chat session with an agent on the
web or mobile for faster resolution. Or contact center agents can
set up a co-browsing session on the web to help customers fix the
problem themselves and better learn for the future. More
information will be announced in the coming weeks.
A recent Forrester report (“Transform The Contact Center For
Customer Service Excellence,” Forrester Research, Inc., May 1,
2017) stressed the importance for organizations to provide easy
ways for consumers to engage in omni-channel dialogue to strengthen
loyalty and retention, noting that 65% of US online adults view
‘valuing their time’ as the most important thing that a company can
do to provide them with good service. Nuance’s omni-channel
platform and unified tooling enable a write-once, deploy anywhere
approach, providing a true benefit to organizations by offering a
consistent consumer experience, without implementing and
maintaining a number of one-off integrations.
“With the ever-evolving customer service landscape, and the
proliferation of consumer touch-points, savvy businesses must
evolve their customer service approach to easily and
cost-effectively extend their investment to multiple channels,”
said Robert Weideman, executive vice president and general manager,
Enterprise Division, Nuance. “Nuance’s ‘design once, deploy many’
approach allows businesses to communicate with consumers where,
when, and how they want through a consistent experience across all
channels including Web, mobile, messaging apps, SMS, and IoT
devices such as the Amazon Echo. With the introduction of these AI
innovations, Nuance will continue to provide the most advanced and
comprehensive customer engagement portfolio in the market.”
To learn more about Nuance’s Digital Customer Engagement
Platform, go here.
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.
Contact Information
For Press
Erica Hill
Nuance Communications, Inc.
Tel: 781-888-5518
erica.hill@nuance.com
Nuance Communications (NASDAQ:NUAN)
Historical Stock Chart
From Mar 2024 to Apr 2024
Nuance Communications (NASDAQ:NUAN)
Historical Stock Chart
From Apr 2023 to Apr 2024