News : Nuance and Huawei Answer the Call for China Mobile Jiangsu
Brulington, Mass., July 31, 2014 -- Nuance Communications, Inc. announces that China Mobile Jiangsu Branch has leveraged Nuance’s speech and Natural Language Understanding (NLU) technology to improve the phone experience for callers in need of service or support. Together with partner Huawei, Nuance has created a more natural and intuitive customer experience for China Mobile Jiangsu Branch, replacing their phone menu trees with a conversational speech interface that saves customers time and increases call routing accuracy. Whatever their request, Jiangsu Mobile customers can simply speak naturally to receive fast and convenient assistance.
The newly-launched NLU interactive voice response (IVR) Call Steering system offers people the opportunity to get what they need quickly and easily when they contact China Mobile Jiangsu Branch over the phone. Previously, Jiangsu callers endured a series of phone menus with lengthy and sometimes confusing prompts. With the new service, callers are presented an easily answered IVR prompt, such as "Please tell me the reason for your call" to which they can respond using their own words, such as "I want to add roaming service." The system quickly recognizes the caller’s intent and the request is immediately fulfilled through automated phone self-service or, if appropriate, routed to the best available call center agent. The result is faster assistance, more accurate call routing, and a far improved customer experience.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Be Prompt
More Editorial From Nuance
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.
About China Mobile:
China Mobile is a telecom operator in China.
Published: Friday, August 1, 2014
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Mitel is a global provider of enterprise and small business communications solutions and services. The company focuses on blending powerful infrastructure with an intuitive human interface to deliver ...
Semafone provides secure voice transactions for contact centres and retailers taking Cardholder Not Present (CNP) payments. The solution allows a call - and the call recording - to continue as normal ...
Content Guru helps organisations to communicate better, enabling them to satisfy the increasing expectations of both customers and colleagues. Our innovative cloud-based technology reduces the cost an...