Burlington, MA, USA, Nov 1, 2016 -- Nuance Communications, Inc. (NASDAQ: NUAN) announced that the City of Dallas has rolled out an update to its Dallas311 (dallascityhall.com) city information phone system that will give Dallas residents easy access to important City resources. By implementing Nuance’s Conversational IVR (interactive voice response) with natural language understanding (NLU), Dallas311 is enabling its customers to get to information more quickly and easily – all through natural, conversational dialogue.
Historically, Dallas311 has faced challenges with its caller experience, due in large part to limited IVR functionality and extensive phone trees, which has also led to lengthier calls, higher AHT (average handle time) and higher overall call center traffic. With the new Nuance NLU system, "Easy Speak," Dallas311 aims to improve the caller experience with an easy-to-use system that allows people to simply say what they want in their own words to get to the information that they need. By engaging callers in a conversational dialogue and directing them to the right information from the start, Dallas311 intends to reduce the overall time that people spend on the phone, as well as avoid misrouted calls and unnecessary call transfers, both of which can be key areas of frustration for callers. The new system can also help to improve Dallas311 agents’ experience by limiting the time that they spend routing and transferring calls, and allowing them to focus on those calls that require personal attention or action.
"Our primary goal with the new IVR system from Nuance is to make it easy, fast and convenient for people to get information," said Margaret Wright, Assistant Director, Dallas311, City of Dallas. "Adding natural language capabilities to our IVR allows us to quickly get callers to the right place to find what they need, minimizing their time on the phone. It also cuts the time that our city agents spend redirecting and transferring calls and allows them to focus on answering questions. It’s a win for both citizens and for Dallas311 in terms of increased convenience and more effective and efficient city services."
"The City of Dallas is demonstrating real leadership when it comes to innovation in the call center," said Robert Weideman, executive vice president and general manager, Enterprise Division, Nuance. "They had a vision to reinvent their caller experience with conversational technology, and that vision has led to a natural language system that will not only provide a more convenient experience for the caller, but a more efficient process for Dallas311 through increased automation, reduced call duration, and fewer agent-to-agent transfers."
Posted by Veronica Silva Cusi, news correspondent
Nuance Communications (NASDAQ: NUAN) is a 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 information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications.
Published: Wednesday, November 2, 2016
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