With Contact Centers Facing a Surge in Callers, Nuance Introduces AI that Eliminates Putting Customers On Hold
April 14 2020 - 07:00AM
Nuance® Communications, Inc. (NASDAQ: NUAN) today announced a
solution that uses AI to eliminate putting customers on hold.
Instead of having customers wait on hold, or offer to wait for a
call back, enterprises adding Nuance Voice-to-Agent Messaging to
their contact center phone/IVR system can let their customers leave
a voice message of any length to explain their issue and requests.
Voice-to-Agent uses conversational AI to automatically convert the
customer voice message into text, then uses natural language
understanding to understand the customer request and route to the
best agent or agent pool. Nuance’s AI can also provide agents with
proposed answers and automatically send an SMS to the customer with
a personalized response.
As reported in recent weeks, COVID-19 has pushed
organizations around the globe to establish remote contact centers
and enable their agents to continue servicing customers while
maintaining safety and security. In parallel, especially in certain
industries like financial services, healthcare, airlines, retail
and telecommunications, the demand for customer service is
skyrocketing. The result is often long wait times for customers and
agents tasked with effectively answering mounting customer calls.
At the same time, organizations are accelerating their Digital
Transformation strategies and increasing digital interactions with
customers.
The new Voice-to-Agent Messaging addition to Nuance’s
IVR-to-Digital solution suite is first of a kind and allows
customers to quickly voice their needs or concerns so organizations
can move interactions to digital channels where automation and
asynchronous conversations are often more impactful. The new
enhancement can transcribe voice-to-text in real time, getting
virtual assistants and/or live agents all the relevant information
about a given customer before they contact that individual.
Therefore, when an agent engages the customer, they are able to
have shorter more concise conversations. As a result, live agents
and virtual assistants can effectively serve more customers on the
channel that best fits their requests.
“In any situation where an organization is facing a surge in
callers, the ability to quickly understand the call context removes
the heavy burden on call center agents and makes for a better
customer experience. Instead of waiting on hold, they can simply
leave a voice message and get their question answered via an SMS
chat,” said Tony Lorentzen, General Manager and Head of the
Intelligent Engagement business at Nuance. “Because our platform is
unified, not only is it easy for customers to solve for high-demand
times, but it also brings channels together in a controlled way
that can simultaneously accelerate digital-first strategies and
future plans.”
For more information on Nuance’s Intelligent Engagement platform
click here, and to learn more about how Nuance is helping customers
during the current COVID-19 situation click here.
About Nuance Communications,
Inc.Nuance Communications (NASDAQ: NUAN) is the
pioneer and leader in conversational AI innovations that bring
intelligence to everyday work and life. The company delivers
solutions that understand, analyze, and respond to people –
amplifying human intelligence to increase productivity and
security. With decades of domain and AI expertise, Nuance works
with thousands of organizations globally across healthcare,
financial services, telecommunications, government, 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.
For more information, press only Katie Byrne,
(781)-565-5290, Katie.Byrne@nuance.com
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