Nuance Brings Nina to Mobile Messaging

Nuance Communications yesterday unveiled Nina for Messaging, which enables companies to engage their customers via intelligent, two-way messaging on mobile devices.

Tapping into Nuance's natural language understanding (NLU) and conversational technologies, Nina for Messaging offers customer service via conversational messaging interfaces within native mobile apps, through text messaging, and in messaging applications such as Facebook Messenger. For the consumer, this means sending a message to find answers, seek resolution for complex problems, and make purchases.

Nina leverages Nuance's technology for voice, NLU, conversational dialogue, and advanced resolution techniques to deliver a multihannel, automated customer service experience.

With the introduction of Nina for Messaging, Nuance is expanding the conversational customer experience with the following capabilities:

  • In-app messaging in native mobile applications: Adds an intelligent conversational interface to existing mobile applications, enabling users to find information or complete tasks. Consumers interact with the app by speaking or typing and engage in an automated two-way dialogue;
  • Two-way text messaging over SMS: Adds an intelligent conversational interface to the text (SMS) messaging channel. Consumers can initiate customer service conversations by texting toll-free numbers or respond to company-initiated dialogues naturally, as if they were conversing with a live agent.
  • Messaging with chatbots: Adds an intelligent conversational interface to messaging applications like Facebook Messenger, enabling businesses to leverage these popular communication channels to provide customer service.

Additionally, Nina's unified tooling and a common multichannel platform enable a write-once, deploy-anywhere approach.

"Bots are set to be the fastest-growing segment in the intelligent assistance arena," said Dan Miller, lead analyst at Opus Research, in a statement. "Nuance's Nina for Messaging brings virtual assistants into multiple customer care communication paths by enabling companies to offer their customers and prospects a consistent experience through text-based channels that include SMS, social messaging, and from inside mobile apps."

"More than four years ago, Nuance Nina was the first virtual assistant for customer service to span speech and text capabilities across Web and mobile channels. In that time, a growing number of organizations around the world have proven that Nina elevates customer service experiences through its intelligent self-service capabilities," said Robert Weideman, executive vice president and general manager of the Enterprise Division at Nuance, in a statement. "Nina has become the state of the art for enterprise virtual assistants, providing organizations with highly intelligent natural language capabilities, which results in very high levels of first-contact resolution and improvements in Net Promoter Scores. The Nina for Messaging extension expands the value of Nina in a unique way by allowing organizations to design one VA and deliver conversational, automated customer service across Web, mobile, and now SMS, in-app messaging, and leading global messaging platforms."

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