Nuance Reinvents Agent AI for the Contact Center
March 05 2019 - 8:00AM
Nuance Communications, Inc. (NASDAQ: NUAN) today announced a
new technology bundle that helps enterprises with Agent AI –
uniting human agents and artificial intelligence to enhance
customer experiences. Nuance’s approach to Agent AI enables contact
center agents to be more productive by giving them easier access to
information with relevant, real-time insights, visibility into
active conversations, and proactive recommendations.
Consumers are demanding personalized, efficient conversations
with brands – whether through a virtual or a live agent – and
organizations who do not deliver risk losing business and damaging
reputation. A recent study by Frost and Sullivan commissioned by
Nuance found a single frustrating interaction with an agent
triggered the desire to switch service providers in 77% of
customers, and the majority of consumers say interactions with
agents impact brand perception significantly1. With 95% of US
consumers using at least three channels and/or devices to engage
with customer service today and only 8.4% of organizations having
those channels connected, delivering a unified and personalized
experience can prove challenging.
Nuance gives agents access to its best-of-breed biometric,
analytics and intelligent customer engagement technologies to help
solve this problem, empowering them with real-time insights to not
only more efficiently validate a given customer’s identity and
understand past interactions the organization has had with that
person, but also more quickly get to a resolution by having access
to their company’s latest information and programs.
“Too often, when AI in the contact center is discussed, there is
a concern that it will take jobs away from humans, when in reality
the most successful customer engagement strategies include a
blended approach between customer service professionals and AI,”
said Robert Weideman, EVP and GM, Enterprise Division, Nuance
Communications. “Agent AI is not about replacing humans. Instead,
it is about strengthening the confidence of agents. By leveraging
AI, we are actually empowering agents to succeed and enabling them
to deliver the best experience possible with less frustration for
both them and the customers they are serving.”
Intuitive, easy-to-use interfaces are important for agents to
find answers faster and focus on the customer they are interacting
with, not waste time deciphering how to use complex tools. Built to
scale and taking advantage of the same AI that is driving IVRs and
virtual assistants, Nuance’s technology for Agent AI lets
organizations maximize agent efficiency and improve job
satisfaction while delivering superior service to the end
customer.
Enterprises who have already deployed Nuance’s technologies for
Agent AI have seen impressive results:
- A U.S. bank found 60% of agents reported improved job
satisfaction
- A major utility found sales conversion increased by 60%
- A collections agency reduced customer engagements with
“escalation language” by 15%
- A mortgage services company reduced agent call time by 60%
“While automation and self-service are irreplaceable when it
comes to the customer engagement of the future, not everything is
solvable by a virtual assistant or IVR,” added Weideman. “Adding AI
to the contact center means arming both humans and machines with
insights gleaned from customer interactions—and making
recommendations based on those insights. It won’t just help agents
perform better, it will also increase the value that the enterprise
is delivering to its customers.”
For more information on how Nuance is supporting Agent AI click
here.
__________________________1 Frost & Sullivan, “Agent AI
Adoption Patterns, Preferences, and Potential Benefits: Consumer
and B2B Perspectives,” February 20, 2019
About Nuance Communications, Inc.
Nuance Communications, Inc. (NASDAQ: NUAN) is the pioneer and
leader in conversational 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 PressNuance Corporate CommunicationsKatie Byrne
Katie.byrne@nuance.com
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