With Contact Centers Facing a Surge in Callers, Nuance Introduces AI that Eliminates Putting Customers On Hold
Nuance Communications, Inc. (NUAN)
Last nuance communications, inc. earnings: 2/5 04:18 pm
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Source: GlobeNewswire
BURLINGTON, Mass., April 14, 2020 (GLOBE NEWSWIRE) -- 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 an
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