Top Independent Research Firm Names Nuance a Leader in Conversational AI for Customer Service
June 11 2019 - 10:50AM
Nuance Communications, Inc. (NASDAQ: NUAN), a leader in
conversational AI innovations, today announced Forrester Research
has identified the company as a Leader in “The Forrester New Wave™:
Conversational AI for Customer Service, Q2 2019” report1. Nuance
was recognized in the report for enabling “mission-critical,
enterprise-grade, conversational AI,” and Forrester notes,
“Nuance’s [customer] references collectively agreed that its
conversational AI deployments have markedly improved their
customers’ experiences.”
The study assessed 13 additional vendors, with Nuance earning a
differentiated rating in the artificial intelligence (AI), voice
and speech, human/AI blending, omni-channel and security and
authentication criteria. The report is the result of an extensive
assessment by Forrester experts across vendors' current AI
offerings, strategy and market presence.
According to Forrester, brands of all sizes are looking to
conversational AI as one of the key drivers for increasing
automation in their customer service operations. The New Wave™
identifies the most significant providers in the conversational AI
space and asserts Nuance differentiates with its interweaving of
humans and AI, “[outstripping] its rivals with its tools for human
agents.” Nuance did not receive any “Needs Improvement” scores in
the evaluation.
Nuance has been repeatedly recognized by Forrester for its
Conversational AI capabilities with this report coming on the heels
of the firm identifying Nuance as one of the top emerging voice and
chat companies in the “The Forrester New Wave™: Conversational
Computing Platforms, Q2 2018” report. “The market continues to
evolve when it comes to conversational AI for customer service and
we have been focused on delivering technology that meets the
dynamic needs of today’s enterprise,” said Robert Weideman,
Executive Vice President & General Manager, Nuance Enterprise
Division. “We believe being named a leader in this report is a
testament to the dogged focus the Nuance team has had in not only
focusing on advancing our NLU technology but adding to that the
necessary puzzle pieces like biometrics, conversational design and
agent AI to help organizations truly redefine the customer
experience.”
Over 30 billion customer interactions flow through Nuance each
year, with nearly all of the world’s largest financial institutions
and global telecommunications companies having selected Nuance
solutions. Over 400 million consumers make more than 8 billion
successful authentications yearly using Nuance biometrics and
Nuance Conversational AI solutions have delivered organizations
over $3B in annual savings.
For information on Nuance’s conversational AI for customer
service, and to learn more about the Nuance Intelligent Engagement
Platform, click here.
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 PressUS Katie Byrne Nuance Communications,
Inc. Tel: 781-565-5290Katie.byrne@nuance.com
1 The Forrester New Wave™: Conversational AI for Customer
Service, Q2 2019, Forrester Research, Inc., June 11, 2018
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