Nuance Enables Always-On Engagement with AI-Powered Customer Service Messaging
September 18 2017 - 08:00AM
Intelligent Assistants Conference – Nuance
Communications, Inc. (NASDAQ:NUAN) today announced from the
Intelligent Assistants Conference its Customer Service Messaging
offering powered by artificial intelligence (AI). Nuance Customer
Service Messaging lets enterprises engage consumers with a seamless
experience through a combination of real-time and asynchronous
communication across mobile channels.
Messaging is on the rise with nearly every demographic adopting
a mobile mind shift, expecting anytime, anywhere access to
information and services. Beyond using it to communicate with
friends and family, mobile consumers see messaging as the preferred
channel to interact with businesses, making it a key component of
an organization’s successful omni-channel customer engagement
strategy. Yet despite its overwhelming popularity, the always-on
nature of messaging can present new challenges, as enterprises are
not prepared to handle the emerging customer service platform,
which requires immediate response times to be effective, without
hiring more agents or extending call center hours.
Nuance overcomes the volume and expectation barrier for
message-based customer engagement with its Customer Service
Messaging offering, including:
- Support for real-time and asynchronous interactions across
digital channels;
- A combination of automated and human-assisted engagements
through Nuance Nina, the intelligent virtual assistant, and live
chat assistance;
- Customizable solutions for vertical market needs and
requirements;
- Simple authentication through voice biometrics; and
- Integrated analytics and reporting to deliver measurable
insights along the entire customer journey.
While Nuance has long supported SMS, in-app messaging, and
Facebook Messenger, enhancing Nuance messaging capabilities with
both real-time and asynchronous communication ensures a consistent,
intelligent, and “always-on” engagement experience for enterprise
customers through any channel they choose.
“Messaging is complex. In order for businesses to have a
successful messaging strategy, they need the right platform and
technology to scale to support thousands or even millions of users.
The right messaging solution begins with a virtual assistant that
has powerful and robust cognitive capabilities to achieve first
contact resolution rates of at least 75% and the ability to connect
to humans for assisted service when necessary,” said Robert
Weideman, executive vice president and general manager, Enterprise
Division, Nuance. “Nuance’s Customer Service Messaging is the most
robust messaging offering in the industry that delivers high
customer satisfaction, faster resolution for customer inquiries,
and lower costs for organizations.”
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 Nuance Customer Service Messaging,
please visit here.
About Nuance Communications,
Inc.Nuance Communications, Inc. (NASDAQ:NUAN) is
a pioneer and a 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 PressUSKaren Link Nuance
Communications, Inc.Tel: 781-565-4797karen.link@nuance.com
Nuance Communications (NASDAQ:NUAN)
Historical Stock Chart
From Feb 2024 to Mar 2024
Nuance Communications (NASDAQ:NUAN)
Historical Stock Chart
From Mar 2023 to Mar 2024