News : Nuance Reinvents Agent AI for the Contact Center
Burlington, MA, USA, March 5, 2019 -- Nuance Communications, Inc. (NASDAQ: NUAN) announced a new technology bundle that helps enterprises with Agent AI – uniting human agents and artificial intelligence to enhance customer experiences. Nuance’s approach to Agent AI enables contact center agents to be more productive by giving them easier access to information with relevant, real-time insights, visibility into active conversations, and proactive recommendations.
Nuance gives agents access to its biometric, analytics and intelligent customer engagement technologies to help solve this problem, empowering them with real-time insights to not only more efficiently validate a given customer’s identity and understand past interactions the organization has had with that person, but also more quickly get to a resolution by having access to their company’s latest information and programs.
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"Too often, when AI in the contact center is discussed, there is a concern that it will take jobs away from humans, when in reality the most successful customer engagement strategies include a blended approach between customer service professionals and AI," said Robert Weideman, EVP and GM, Enterprise Division, Nuance Communications. "Agent AI is not about replacing humans. Instead, it is about strengthening the confidence of agents. By leveraging AI, we are actually empowering agents to succeed and enabling them to deliver the best experience possible with less frustration for both them and the customers they are serving."
"While automation and self-service are irreplaceable when it comes to the customer engagement of the future, not everything is solvable by a virtual assistant or IVR," added Weideman. "Adding AI to the contact center means arming both humans and machines with insights gleaned from customer interactions—and making recommendations based on those insights. It won’t just help agents perform better, it will also increase the value that the enterprise is delivering to its customers."
Posted by Veronica Silva Cusi, news correspondent
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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.
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