Nuance Enhances Conversational Multichannel Customer Self-Service

NEW YORK (SpeechTEK) -- Nuance Communications today introduced several  innovations in conversational, multichannel customer self-service.

Nuance has also recently extended partnerships with large organizations to leverage artificiasl intelligence as part of the self-service experience.

"Nuance is leveraging our vast experience in speech, natural language understanding, and AI to help companies truly connect with consumers in a way that's personalized, conversational, consistent, persistent, and anticipatory," said Robert Weideman, executive vice president and general manager of Nuance Enterprise, in a statement. "We're doing this through multichannel experiences that include natural, conversational phone-based voice response systems, Web and mobile-based virtual assistants, voice biometrics, proactive engagement, and all-together connected conversations that just make sense for customers."

The innovations introduced today include the following:

  • Automation Assist: Designed to extend the benefits of self-service automation to complex scenarios, Nuance has expanded capabilities to enhance the capture of email addresses, alpha-numeric case number and multi-part forms by allowing human agents to silently assist.
  • Two-Way SMS with NLU Automation:; Nuance has enhanced its real-time two-way capabilities with natural language understanding to remove the constraints of traditional text dialogue.
  • Nuance Experience Studio: Working with a suite of common platform tools, Nuance Experience Studio extends the ability to optimize natural language understanding grammars to the enterprise.

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