Nuance Introduces Nina Coach to Train and Deploy the New Generation of Human-Assisted Virtual Assistants Powered by Artificia...
June 20 2017 - 8:00AM
Nuance Communications, Inc. (NASDAQ:NUAN) today announced Nina
Coach to enable a new generation of virtual assistants as part of a
series of innovations for human-like and conversational AI
technologies. With Nina Coach, organizations will be able to train
and deploy a virtual assistant faster than ever before by tapping
into artificial intelligence and leveraging existing human
knowledge.
Virtual assistant usage is on the rise, with Gartner predicting
that by 2020 at least 80% of new enterprise application releases
will make strong use of chatbots for conversational, AI-rich
applications*. Just as students learn the fundamentals through
basic schooling and then move onto college to concentrate on a
focused area, the next generation of virtual assistants need to
become smarter and more specialized in this same way. This
optimization is now possible through Nina Coach, which equips the
VA with pre-existing knowledge such as chat transcripts and
industry-specific dialogue from the start for a faster time to
market. With today’s announcement, Nina will leverage AI and human
assistance from live engagements to constantly improve the VA’s
knowledge and natural language understanding (NLU).
Through Nina Coach, when the virtual assistant has low
confidence or does not know an answer to a consumer’s question, a
live chat agent seamlessly enters the conversation, within the same
engagement window, and has visibility into the transcript and
history of the conversation. The human assistant can then either
choose the best answer from a list of choices identified by the
virtual assistant, or type in a separate response. As a next step,
the action is recorded, analyzed, and folded back into Nina’s
semantic brain. This learning loop makes the NLU technology smarter
and more accurate over time, so the virtual assistant knows the
answer on its own moving forward.
“There is simply no one-size-fits-all when it comes to offering
an intelligent virtual assistant for customer service and simple
question/answer bots no longer make the cut. Instead, these
customer service virtual assistants, or chatbots, need to be
smarter and capable of answering whatever question is posed to them
regarding a particular domain,” said Robert Weideman, executive
vice president and general manager, Enterprise Division, Nuance.
“Adding cognitive, data-driven machine learning through Nina Coach
will enable organizations to more quickly and accurately understand
consumers’ intents and tailor content from the start. These more
accurate and intuitive conversations build brand loyalty, reduce
churn, and ultimately help organizations to obtain a faster
ROI.”
Nina Coach provides the following benefits to
organizations:
- Reduced deployment time of Nina by creating a
new virtual assistant faster, utilizing existing chat
transcripts
- Improved customer satisfaction through
leveraging a hidden, human agent in case the virtual assistant
doesn’t know the answer
- Reduced cost for optimization of the virtual
assistant as Nina continuously learns from agent inputs
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. Nuance recently received the highest combined rating amongst
Intelligent Assistant and bot vendors in the newly-published report
by Opus Research, “Decision Makers’ Guide to Enterprise Intelligent
Assistants.” Nuance outscored all other Intelligent Assistant (IA)
and bot vendors that were evaluated and ranked highest for its
intelligent virtual assistant, underscoring Nuance’s leadership in
the industry. The award-winning Nuance Nina has been adopted
globally by leading brands and organizations, including the
Australian Taxation
Office, Coca-Cola, Domino’s, Garanti Bank, ING
Netherlands, IP Australia, Jetstar, Swedbank, USAA
Bank, Windstream and more. Most recently, Domino’s Australia
announced that Nina is powering the Domino’s DRU Assist virtual
assistant.
For more information about Nina Coach, please go here.
*Gartner, Inc. “Top 10 Strategic Technology Trends for 2017:
Conversational Systems,” March 21, 2017.
About Nuance Communications,
Inc.Nuance Communications, Inc. (NASDAQ:NUAN) is
the pioneer and leader in conversational and cognitive AI
innovations that bring intelligence to everyday work and
life. The company delivers solutions that can understand,
analyze and respond to human language to increase productivity and
amplify human intelligence. With decades of domain and
artificial intelligence expertise, Nuance works with thousands of
organizations – in global industries that include healthcare,
telecommunications, automotive, financial services, and retail – to
create stronger relationships and better experiences for their
customers and workforce. 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
Karen Link
Nuance Communications, Inc.
Tel: 781-565-4797
karen.link@nuance.com
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