Nuance Says “Text Me”; Amps Up Customer Self-Service with Asynchronous Messaging for SMS, In-App and Social Messaging Bot...
June 07 2017 - 8:00AM
Nuance Communications, Inc., (NASDAQ:NUAN) today announced virtual
assistant and asynchronous chat innovations have been added to the
Nuance Digital Engagement Platform – innovations that make it
possible and practical for enterprises to engage with their
customers using app messaging and SMS.
Nearly every demographic, and particularly millennials,
have embraced texting and messaging as the preferred way to connect
with friends and family. And while for some time the
possibility has existed for enterprises to leverage messaging for
customer engagement, it is precisely that popularity that has
blocked its adoption by enterprises. The volume of messages
could be millions a day, which can require significant investments
in agents and infrastructure to meet customer expectations of
timely and accurate service.
While many enterprises can reasonably manage massive volumes of
web and mobile live chat, the always-on nature of messaging
presents new challenges as enterprises are likely not
prepared to handle this emerging customer service platform
without hiring more agents or extending call center hours.
Even though enterprises have seen significant
self-service benefits from speech recognition, natural language
understanding, and other advancements in AI in many channels,
messaging hasn’t yet broadly benefitted from these
advancements.
Nuance overcomes the volume and expectation barrier for
message-based customer engagement in three ways, including Virtual
Messaging, Live Messaging and Asynchronous (or Offline) Messaging.
Nuance’s Nina intelligent virtual assistant leverages Nuance’s
unparalleled conversational, cognitive and human-assisted AI
capabilities to deliver superior, multi-channel, automated customer
service experiences for the consumers. Nina provides an innovative
blend of automated and live chat assistance, which delivers
unmatched levels of customer satisfaction, and cost savings for the
enterprise.
“Messaging has become a natural way to engage with a brand
today, and it’s easy to do from devices and platforms that we’re
all on daily,” said Robert Weideman, executive vice president and
general manager, Enterprise Division, Nuance. “But engagement via
messaging can present a real challenge to an organization in terms
of providing a conversational experience, and getting the customer
to an ultimate resolution of their query or issue. Asynchronous
messaging allows us to deliver that simple and contextual
engagement capability for organizations, independent of traditional
customer service channels, meeting the consumer where they are,
when they want, and without the need for the consumer to spend time
calling into the contact center.”
While Nuance has long supported SMS, in-app messaging, and
Facebook Messenger, enhancing Nuance messaging capabilities with
the ability to handle asynchronous communications for automated and
human-assisted conversations makes Nuance unique in providing
solutions that overcome both the volume challenge and customer
expectation barriers. Adding asynchronous messaging capabilities
creates a more natural way for customers to communicate with the
enterprise and receive the information they want. Further, enabling
asynchronous messaging allows Nuance to optimize the experience
when inviting a customer from an offline channel or when moving
them from a voice to a digital channel. Customers receive an
immediate response, addressing their demand for instant, always-on
service, but at the same time they are able to answer at any time,
immediately or later, with the conversation kept in context.
Enterprises can also more effectively triage, respond to, and queue
incoming customer conversations, answering, on average, 80% of
incoming queries via a virtual assistant, and routing any remaining
conversations to be triaged and routed to the appropriate team to
be addressed efficiently.
Nuance is a recognized leader in providing automated and
intelligent AI-powered customer engagement solutions to large
enterprises around the world. There are over 6,500 enterprises
using Nuance’s self-service technologies, processing an estimated
14 billion transactions each year. Nuance has over 700 professional
services team members who integrate the Company’s customer service
solutions deeply within the back-office systems of many of the
leading telecommunications and financial institutions around
the world, as well as leading healthcare, travel, and government
organizations. 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.
For more information about asynchronous messaging, please visit
here.
Additionally, Nuance will host a Webinar on the topic of
asynchronous messaging on Thursday, June 8th, at 8am PT/ 11am ET.
To register, 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
US
Erica Hill
Nuance Communications, Inc.
Tel: 781-888-5518
erica.hill@nuance.com
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