TouchCommerce Launches TouchAssist to Provide Enterprises with Optimal Combination of Virtual Assistant & Live Customer Inter...
July 20 2016 - 8:05AM
Business Wire
New product brings AI to customer service,
integrating Nuance Nina virtual assistant technology with
RightTouch customer engagement cloud along with extensive customer
targeting and analytics capabilities
TouchCommerce, the innovative leader in omni-channel customer
engagement solutions for market leading brands, today announced its
newest product, TouchAssist, which enables brands to offer
intelligent automated conversations leading consumers to self-serve
on digital channels. Leveraging virtual assistant technology from
Nuance Communications (NASDAQ: NUAN), TouchAssist allows brands to
create human-like dialogue with a "smart" virtual assistant or chat
bot. Furthermore, harnessing the power of the TouchCommerce
RightTouch® platform, TouchAssist offers brands and consumers the
ability to have conversational, text-based interactions that blend
automated and live assistance, seamlessly intertwined within a
single web or mobile web interface with extensive targeting and
analytics capabilities. When the virtual agent is not certain of
what the answer should be, a live agent steps in to continue the
conversation and provides the right answer. Agent knowledge trains
the virtual assistant engine to boost agent productivity and
optimize the business Key Performance Indicators (KPIs) within the
funnel. The resulting experience goes beyond traditional use cases
of virtual assistants and live chat, serving the right digital
interaction to the right visitor at the right time, while
escalating from virtual assistant to live agent as needed.
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"Intelligent bots are redefining digital commerce and customer
care as enterprises seek to provide an engaging customer experience
using natural language understanding, machine learning, and
artificial intelligence," said Bernard Louvat, president and CEO of
TouchCommerce. "TouchAssist blends our powerful targeting, routing
and agent-to-consumer communication technologies with the
industry's leading virtual assistant technology to help brands
target, engage and converse with consumers in a more cost-effective
way at the time that customers need assistance with their
self-service experience. The power of TouchAssist resides in the
fact that the agent and robot collaborate, improving knowledge and
accuracy over time. This collaboration will pave the way to a
future with fully autonomous chat bots and transform the role of
chat agents into that of a Virtual Assistant Trainer. The
RightTouch platform is the perfect technology environment to make
that happen successfully for brands and consumers.”
Many believe that identifying the optimal intersection of
virtual and human-powered customer service technologies will be an
industry game-changer:
"Human interactions are declining with the rise of digital
channels, and will become a rarity and more valuable," said Ed
Thompson, vice president and distinguished analyst at Gartner, at
the recent Gartner Customer Strategies & Technologies Summit
2016 in London.1 "Therefore, if you can apply human interaction at
a defining moment for a customer, it will have a far greater
impact."
With its advanced targeting capabilities, virtual assistant to
live chat contextual transfer, unified reporting for all types of
interactions, as well as a robust core platform that leverages the
industry's leading virtual assistant technology, TouchCommerce is
addressing this opportunity with an offering that is more
sophisticated than what is on the market today. TouchAssist is
enterprise-ready, PCI-compliant and fluent in more than 20
languages. A demo is available at
www.touchcommerce.com/touchassist.
"TouchCommerce and Nuance will drive a new era in customer
service, one where artificial intelligence teams with agents to
deliver service that consumers love and prefer – because it is
fast, accurate and convenient," said Robert Weideman, EVP and
general manager for Nuance Enterprise. "Enterprises prefer this as
well, because the combination of self-service and assisted service
eliminates the historical trade-off between automation and customer
experience. As a result, enterprises will reduce the costs
associated with customer service while elevating customer
satisfaction and net promoter scores.”
About TouchCommerce:
TouchCommerce provides market-leading brands with award-winning
omni-channel solutions to engage their customers on any device
through online chat, guides, personalized content, and other
automated tools, resulting in enhanced customer experience,
increased revenue and reduced support costs. For more information,
please visit www.touchcommerce.com. Connect with TouchCommerce on
Twitter (@touchcommerce) and LinkedIn.
1Smarter with Gartner e-newsletter: Defining Moments for Your
Business, May 25, 2016
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TouchCommerceNatasha Grach,
818-575-2104press@touchcommerce.comorNuance Communications,
Inc.Erica Hill, 781-888-5518erica.hill@nuance.com
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