Nuance Digital Messaging Connects People with Brands One Billion Times a Year
March 28 2018 - 8:00AM
Nuance Communications, Inc., (NASDAQ:NUAN) today announced a major
achievement: The Nuance Customer Engagement Platform now powers one
billion digital messaging interactions between consumers and
enterprises each year. Today’s news marks an important milestone
for messaging, showing that consumers are rapidly embracing it as a
preferred means of engaging across nearly all industries, including
banking, telecommunications, travel and more.
Messaging is popular worldwide, and with every age group. In the
US alone, 75% of US adults send or receive text messages daily, and
62% choose to receive message notifications from apps (Source:
Forrester, Vendor Landscape: Mobile Messaging Platforms, March 16
2017). Messaging is on the rise because it is easy, convenient and
– for the consumer – essentially free. Messages can be real-time
interactive, or people can respond to messages hours or even days
later.
For enterprises, this trend means determining how to enable
millions of customers to engage with them through potentially
hundreds of millions of messaging conversations. Nuance overcomes
this messaging “volume barrier” by combining virtual assistant
messaging with AI tools for agent-assisted messaging, both in
real-time and offline, also called asynchronous messaging. This
combination allows enterprises to engage with millions of incoming
messages with high levels of customer satisfaction, and without
needing to hire multitudes of new agents or extend contact center
hours.
The Nuance Customer Engagement platform:
- Delivers as high as 85% first contact resolution through
automated message conversation – using the conversational AI
capabilities in the Nuance Nina virtual assistant to engage in
real-time messaging with consumers, 24 hours a day, 365 days a
week
- Uses AI-Routing to send incoming messages to the precise agent
or agent team best suited to deliver fast and accurate responses
when the virtual assistant is uncertain, and the customer has a
complex issue that requires the human touch
- Provides a cloud-based Agent Desktop designed specifically for
AI-powered messaging, supporting distributed agent teams, where
they can engage in live message conversations, or if the agent is
not on duty, engage later through built-in offline and asynchronous
message management features
- Leverages AI to provide agents with suggested solutions and a
Learning Loop that uses confirmed agent answers to train the
virtual assistant to automate similar conversations in the future,
making the NLU technology smarter and more accurate over time
- Enables AI and human-assisted customer engagement across IVR
voice, web, smart speakers/IoT, Smart Home and Smart TV platforms,
as well as connected car applications
“Nuance hitting the one billion mark shows just how rapidly
digital messaging is becoming an important new way for people to
engage with brands,” said Robert Weideman, executive vice president
and general manager, Enterprise Division, Nuance. “It is no
longer a question of if enterprises will leverage messaging for
their millions of customers, it is how. Nuance’s success and
leading technology provides proof that enterprises can affordably
and effectively connect across the channels preferred by their
customers – including digital messaging.”
The potential for enterprises to use messaging for customer
engagement is large - and is not new. In Asia, messaging has been
on the rise for years, with the popular WeChat messaging app
allowing brands to message their bank, airline, doctor and
government agency. Nuance recognized the potential for customer
service messaging early, implementing a solution for one of the
largest banks in China in 2013, and announcing support for WeChat
in 2014. Nuance also recently announced that its AI-driven virtual
assistant, Nuance Nina, powers Jetstar’s virtual assistant Jess on
the web and Facebook Messenger. Jess is now capable of providing
real-time conversations via Facebook Messenger to resolve customer
queries across Australia, New Zealand, and Asia.
Over 6,500 enterprises have selected Nuance as a part of their
customer engagement solutions, including Coca-Cola, Delta Airlines,
FedEx, The Commonwealth Bank of Australia, Swedbank, TalkTalk and
USAA. Nuance automates and enhances an estimated 16 billion
customer interactions a year across voice, text and digital
channels.
For more information about how Nuance can connect brands to
consumers through messaging, please go here.
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 PressUS Katie Byrne Nuance Communications,
Inc. Tel: 781-565-5290Katie.byrne@nuance.com
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