Nuance Communications - IVR or Web Service Solution – New

Company: Nuance Communications, Inc. Burlington, MA
Entry Submitted By: Global Results PR
Company Description: Nuance Communications is the pioneer and leader in conversational and cognitive AI innovations that bring intelligence to everyday work and life. The company delivers solutions that can understand, analyze and respond to human language to increase productivity and amplify human intelligence. Nuance works with organizations in industries like healthcare, telecom, automotive, financial and retail.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: IVR or Web Service Solution – New

Nomination Title: Nuance Lightning Engine

Which will you submit for your nomination in this category, a video of up to five (5) minutes in length, explaining the features, functions, benefits, and results to date of the nominated new or new-version product or service, OR a written essay of up to 650 words describing the same? (Choose one): An essay/case study of up to 650 words

In July 2019, Nuance Communications introduced Nuance Lightning Engine – a groundbreaking conversational AI system capable of authenticating individuals within seconds of them speaking.

Featuring: Authentication in Half A Second

Fraud in enterprise contact centers has always been a challenge to manage, but with the explosion of digital channels, organizations today are faced with securing an increasingly complex ecosystem. At the same time, fraudsters are getting more sophisticated, working through networks and social engineering their way into accounts to commit intricate, devastating crimes – using information they obtain through one attack to gain access to other accounts a given person may own. Javelin Strategy & Research reports that account takeovers (ATOs) tripled over the past year, resulting in $5.1B in losses and a CFCA report said the telco industry was hit with nearly $30B in fraud losses last year.

The Nuance Lightning Engine bucks the customer identification and authentication status quo – by eliminating the need for passwords or knowledge-based questions to securely validate individuals. Combining voice biometrics and natural language understanding technologies, and leveraging 4th generation deep neural nets, the new Nuance Lightning Engine delivers more personalized and human-like experiences across voice channels, while authenticating customers on-the fly.

With the new Nuance Lightning Engine, a single human command to a smart speaker, virtual assistant or IVR is enough for that system to understand who is talking and what it is they want in as fast as half a second.

Plus, the Nuance Lightning Engine addresses consumers’ increasing habits for using voice to engage with the world around them – from communicating with their cars for directions to accessing their bank accounts via their smart speakers.

Functions: Taking Conversational AI to a Whole New Level

Until now, the industry standard for authenticating someone through voice biometrics analysis with so little speech was through a specific passphrase, such as: “My voice is my password.” The Nuance Lightning Engine eliminates the need for passphrases and cuts that standard speech time in half – allowing organizations to validate a given person’s identity through natural utterances faster than the human ear.

The first of its kind, the Nuance Lightning Engine allows consumers to set up a unique voice profile as part of an organization’s account enrollment. When they contact that organization on a voice channel, all they need to do is speak naturally and their identity is confirmed almost immediately, and a personalized interaction begins.

Benefits: Security and a Frictionless Customer Experience

Consumers want a frictionless experience. Natural language understanding when combined with voice biometrics does just that – by not only securing the voice channel but also making the user experience that much easier. With the Nuance Lightning Engine, organizations don’t have to spend time checking to see if a customer is who they say they are when they engage on voice channels. Instead, they can immediately start personalizing the interaction as soon as that person speaks, making it an effective, enjoyable and natural engagement.

Sales: Strategic Customer Availability Built on Previous Biometrics Traction

Introduced in July 2019, the Nuance Lightning Engine was made available to a number of strategic customers. The technology is expected to be generally available in Fall 2019.

As a reference point, Nuance’s voice biometrics technology saved organizations more than $1 billion in total fraud costs in 2018, and is being implemented by more than half of the world’s largest financial institutions today, and 8 of the 10 largest global telecommunications companies. More than 400 million consumers make more than 8 billion successful authentications yearly using Nuance biometrics, one of the core technologies that the new Lightning Engine leverages.