Nuance Unveils Prediction Service, Revolutionizing Hyper-Personalized Customer Experience
September 18 2018 - 8:00AM
Nuance Communications, Inc. (NASDAQ:NUAN) today launched
Nuance Prediction Service, enabling brands to predict inbound
customers’ intents or next requests and proactively offer
personalized, automated responses to quickly resolve any inquiry or
concern without needing additional clarifying questions. Nuance
Prediction Service lives within the Nuance Customer Engagement
Platform, which allows organizations to have human-like
interactions with customers across channels – including the IVR,
web, SMS, outbound, third-party messaging applications and IoT
devices.
According to Gartner, through 2020 AI use cases supporting CX
are forecast to deliver the most business value followed by new
revenue growth thereafter. One of the most prevalent of these use
cases is improved predictions, or “increasing relevancy and
personalization by analyzing contextual data to provide
recommendations and advice1”.
Nuance Prediction Service analyzes aggregate, anonymized
customer data from across all channels to model and understand what
incoming customers are likely going to ask and offer a highly
personalized interaction – in some cases offering up that response
proactively, before a customer even engages. The result is not only
increased customer satisfaction across channels, but also cost
savings from reduced time to solution and fewer customer queries
live agents need to handle.
Key benefits of Nuance Prediction Service include:
- Hyper-personalized experiences – By using AI
and machine learning to analyze past interactions of an
organization’s customers, organizations can provide the kind of
individual experiences customers today are demanding –
differentiating from competitors and growing loyalty
- Continuous learning & improvement –
Aggregated data captured from customer transactions across all
channels is leveraged to refine characteristic models and raise
success rates over time. During each encounter, Nuance Prediction
Service makes a calculated projection at the reason for the
engagement and automatically updates the prediction model for the
organization to ensure the best possible experience the next time.
With this constant analysis, organizations can “fail fast” by
testing new concepts, offers or menus quickly and determining the
best performers
- Improving business results – Key performance
indicators (KPIs) such as containment rates, routing accuracy,
conversion rates, customer satisfaction and revenue will improve by
accurately predicting why customers engage and directing them to
the right solution faster without need for a live agent
“Large organizations today are fielding billions of customer
interactions each year and being able to anticipate and resolve
customer needs in advance offers not only enormous potential for
savings and operating efficiencies, but perhaps more critical,
advances the customer experience,” said Robert Weideman, Executive
Vice President & General Manager, Nuance Enterprise Division.
“Prediction Service fuels the kind of highly personalized,
omni-channel strategy that so many organizations are trying to
achieve to engage their customers intelligently, while providing
self-service that makes tremendous impact on efficiencies. We are
looking forward to bringing this to our customers and continuing to
push the envelope on our AI-powered approach to engagement.”
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.
More on Nuance Prediction Service can be found 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 PressKatie Byrne Nuance
Communications, Inc. Tel: 781-565-5000Email:
katie.byrne@nuance.com
1 Gartner, How to Use AI to Improve the Customer Experience,
Melissa Davis, April 11, 2018
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