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News : Nuance AI Enables Organizations to Prioritize and Protect Seniors Using the Sound of Their Voice

#contactcenterworld, @nuanceinc

Burlington, MA, USA. June, 2020 -- Nuance Communications, Inc. (NASDAQ: NUAN) announced enhancements to its AI-enabled intelligent detection capabilities in Nuance Gatekeeper, a biometrics solution for authenticating customers and enabling fraud detection. Prioritizing and protecting seniors using the sound of their voice, the new intelligent detection capabilities let enterprises quickly identify if callers are over the age of 65 and, if so, immediately prioritize their call, get them to a live agent for service and better protect them from fraud.

As consumers today are primarily interacting with businesses on digital channels, senior citizens are at increased risk of falling victim to fraud as criminals take advantage of the current circumstances to obtain personal information. Those individuals are not only being exploited by aggressive fraudsters but in some cases, by others they know. According to an analysis by the U.S. Consumer Financial Protection Bureau, people hit hardest by fraud—for an average loss of $45,300—were ages 70 to 79.

Telefónica, a global telecommunications, was one of the first to roll out the new capabilities. "The current pandemic has made everyone over the age of 65 both more susceptible to fraud and in need of immediate service," said Emilio Gayo, President of Telefónica España. "Partnering with Nuance Gatekeeper in developing together proper and agile solutions, we can best serve this group by prioritizing their calls and getting their issues resolved even quicker than we already do. The system is critical to protecting our most at-risk customers while enabling an easier service experience on the phone channel, which this demographic most commonly uses to engage."

"Our advanced intelligent detection algorithms can detect unique characteristics that are common in a broad age group to enable more effective and efficient customer protection and service," said Brett Beranek, General Manager, Security Business, Nuance. "We’ve enhanced this capability and are rolling it out to our entire customer base immediately to help them leverage the power of AI to support their most vulnerable consumers during the pandemic and well into the future."

#contactcenterworld, @nuanceinc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.nuance.com


About Nuance:
Company LogoNuance 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.
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Today's Tip of the Day - Technology

Read today's tip or listen to it on podcast.

Published: Monday, June 8, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

7.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 

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