Nuance Nina Brings Message-Based Customer Service to SMS, Enterprise Mobile and Popular Messaging Apps
May 23 2016 - 8:00AM
Business Wire
Nina, the Virtual Assistant for Customer
Service, Enables Design Once and Deploy Across IVR, Mobile, Web and
Messaging Channels
SPEECHTEK – May 23, 2016 – Nuance Communications, Inc.
(NASDAQ: NUAN) today announced Nina for Messaging, which enables
enterprises to engage their customers via intelligent, two-way
messaging on mobile devices. Tapping into Nuance’s proven natural
language understand (NLU) and conversational technologies, Nina for
Messaging lowers the investment and time risk for enterprises
seeking to offer exceptional 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 simply sending a message
to intuitively find answers, seek resolution for complex problems,
and make purchases with the companies with whom they do
business.
Nina leverages Nuance’s unparalleled technology leadership and
expertise in voice, NLU, conversational dialogue and advanced
resolution techniques to deliver a compelling, multi-channel,
automated customer service experience for the consumer and the
enterprise. Already used by large organizations around the globe,
Nina consistently delivers both a superior customer experience and
tangible business results. Today, 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, allowing users to easily find
information or complete tasks. Consumers interact with the app by
speaking or typing and engage in an automated two-way dialog that
is intelligent and intuitive
- Two-way text messaging over SMS
– Adds an intelligent conversational interface to the popular text
(SMS) messaging channel, removing the constraints of traditional
automated text dialog. Allows a consumer to initiate customer
service conversations by texting 1-800 numbers or respond to
company initiated dialogs naturally, as if they were conversing
with a live agent. From answering questions to confirming upcoming
appointments, conversational text enables fundamental customer
service transactions to occur anytime, anywhere.
- Messaging with chatbots – Will
add an intelligent conversational interface to messaging
applications such as Facebook Messenger™, allowing businesses to
leverage these popular communication channels to provide customer
service.
To see how Nina’s two-way text messaging over SMS works, click
here.
Offering an effortless automated self-service experience via
messaging allows Enterprises to reduce their operating costs while
simultaneously increasing customer satisfaction and reinforcing
their reputation for innovation. Additionally, Nina’s unified
tooling and a common multichannel platform enable a write-once,
deploy anywhere approach whereby companies can easily and
cost-effectively extend their investment in intelligent
self-service to multiple channels and benefit from offering a
consistent consumer experience across them all without implementing
and maintaining a number of one-off integrations. While beneficial
to the enterprise, Nina for Messaging benefits the consumer as well
by providing a more conversational interaction that is intuitive
and efficient, much like engaging with a human agent.
“Bots are set to be the fastest growing segment in the
Intelligent Assistance arena,” explained Dan Miller, Lead Analyst
at Opus Research. “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, Enterprise Division, Nuance Communications. “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.”
About Nuance Communications, Inc.Nuance Communications,
Inc. (NASDAQ: NUAN) is a leading provider of voice and language
solutions for businesses and consumers around the world. Its
technologies, applications and services make the user experience
more compelling by transforming the way people interact with
devices and systems. Every day, millions of users and thousands of
businesses experience Nuance’s proven applications. For more
information, please visit: www.nuance.com.
Nuance and the Nuance logo are trademarks or registered
trademarks of Nuance Communications, Inc. or its subsidiaries in
the United States of America and/or other countries. All other
company names or product names may be the trademarks of their
respective owners.
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Nuance CommunicationsNorth AmericaErica Hill,
781-888-5518erica.hill@nuance.com
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