News : Nuance Unveils Prediction Service
Burlington, MA, USA, Sept. 18, 2018 -- Nuance Communications, Inc. (NASDAQ:NUAN) launched Nuance Prediction Service, enabling brands to predict inbound customers’ intents or next requests and proactively offer personalized, automated responses to quickly resolve any inquiry or concern without needing additional clarifying questions.
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According to Gartner, through 2020 AI use cases supporting CX are forecast to deliver the most business value followed by new revenue growth thereafter. One of the most prevalent of these use cases is improved predictions, or "increasing relevancy and personalization by analyzing contextual data to provide recommendations and advice1".
"Large organizations today are fielding billions of customer interactions each year and being able to anticipate and resolve customer needs in advance offers not only enormous potential for savings and operating efficiencies, but perhaps more critical, advances the customer experience," said Robert Weideman, Executive Vice President & General Manager, Nuance Enterprise Division. "Prediction Service fuels the kind of highly personalized, omni-channel strategy that so many organizations are trying to achieve to engage their customers intelligently, while providing self-service that makes tremendous impact on efficiencies. We are looking forward to bringing this to our customers and continuing to push the envelope on our AI-powered approach to engagement."
Posted by Veronica Silva Cusi, news correspondent
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