BURLINGTON, Mass., July 29, 2020 /PRNewswire/
-- Nuance® Communications, Inc. (NASDAQ: NUAN)
today announced Cabify, one of the fastest growing ride-hailing
companies, has deployed its Intelligent Engagement Platform to
open up new digital customer service channels and enhance
engagements with customers. Nuance's advanced Conversational AI
combines seamlessly automated and human-assisted engagements,
providing personalized service to customers across digital
channels.
Cabify has leveraged Nuance's expertise to deploy 'ABI', its own
virtual assistant, to manage customer requests and questions in
several languages – ensuring human agents have the time and space
to tackle more complex services. ABI helps by quickly answering
riders' and drivers' queries spanning driver document upload,
general app doubts, etc. The deployment has already resulted in
faster customer communications with 80 percent of end-user requests
through ABI reaching first contact resolution. 93 percent of
requests were also correctly recognized for their intent by the
Nuance-enabled virtual assistant, enabling Cabify to utilize its
human agents more efficiently.
Nuance's technology provides the necessary flexibility for
Cabify in customer service and onboarding operations in eleven
different countries, in several languages, while enabling
integration with different platforms like Facebook Messenger and
WhatsApp so customers can contact Cabify easily across channels.
ABI is now available in all the markets where the mobility company
operates: Argentina, Brazil, Chile, Colombia, Ecuador, Spain, Mexico, Panama, Peru,
Uruguay and the Dominican Republic.
"In the mobility market, being able to provide fast and
efficient customer service is critical and it is imperative that
end-users and drivers can get direct responses to their concerns
quickly – using the channels they are most comfortable with. Nuance
has helped us achieve this with its Conversational AI
capabilities," said Jacobo Domínguez Blanco, Vice President of Customer Experience
and Operations, Cabify. "With the deployment of our virtual
assistant, we've been able to move away from traditional channels,
automating the process of responding to customer queries. As well
as getting faster feedback, customers have benefitted from the more
efficient use of our human agents – who are now freed up to tackle
more complex or personalized requests."
Robert Weideman, Executive Vice
President and General Manager of Nuance's Enterprise Division said,
"Our goal is to help organizations free their employees to be their
best selves, delivering strategic outcomes for their businesses and
we're delighted to be able to help Cabify do just that. As a
company with ambitious growth plans, Cabify has placed the customer
experience at the heart of this expansion, something we absolutely
believe is the right decision."
For more information about Nuance's Intelligent Engagement
Platform, click here.
To hear more from Cabify on the deployment of ABI, check out
this video.
About Cabify
Cabify, a signatory member of the UN Global Compact since 2018,
connects private users and companies with the means of transport
that best suit their needs. The company has over 33 million
registered users globally, over 400,000 collaborating drivers and
65,000 registered corporate clients. Its main objective is to
make cities a better place to live. For this, it aims to create a
more efficient mobility model through technology as well as
high-quality, multimodal and safe transport options.
Founded in 2011, in Madrid,
Cabify extended a few months later to Latin America and is currently present in
Argentina, Brazil, Chile, Colombia, Ecuador, Spain, Mexico, Panama, Peru,
Uruguay and the Dominican Republic. Cabify adapts to the
particularities of the almost 100 cities in which it operates. The
company stands out for investing in local talent, generating jobs
in an industry that is being transformed by technology, and paying
taxes on 100% of its operations in each country it works in.
Cabify, as part of its commitment to be a socially responsible
company and in line with the UN's SDGs, is the first MaaS in
Latin America and Europe to offset 100% of the CO2 emissions
generated by its operation.
About Nuance Communications, Inc.
Nuance Communications (NASDAQ: NUAN) is the pioneer and leader
in conversational AI innovations that bring intelligence to
everyday work and life. The company delivers solutions that
understand, analyze, and respond to people – amplifying human
intelligence to increase productivity and security. With decades of
domain and AI expertise, Nuance works with thousands of
organizations globally across healthcare, financial services,
telecommunications, government, 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
Nuance Communications
Katie Byrne
Nuance Communications, Inc.
Tel: 781-565-5290
Katie.Byrne@nuance.com
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SOURCE Nuance Communications