Nuance Communications - Technology Partner of the Year



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Company: Nuance Communications, Burlington, MA
Entry Submitted By: Global Results Communications
Company Description: Nuance innovates in voice, natural language understanding, reasoning and systems integration, creating more human-like technology. Nuance's technology powers flagship devices and solutions from the likes of Samsung, BMW, and Domino’s. With nearly 20 billion cloud transactions last year alone, Nuance’s award winning technology continues to improve our daily lives.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Sales or Customer Service Solutions Technology Partner of the Year

Nomination Title: Nuance’s Nina is The Go-To Virtual Assistant

Tell the story about what this nominated organization has achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Four years ago Nuance launched Nina – the very first virtual assistant (VA) for customer service – to span speech and text capabilities across web and mobile channels. The state-of-the-art VA leverages Nuance’s unparalleled leadership and expertise in voice, Natural Language Understanding (NLU), conversational dialogue and advanced resolution techniques to provide a compelling, multi-channel, automated experience for brands. A growing number of companies across the globe – Domino’s Pizza, Jetstar, USAA and others – have reaped the benefits of Nina, elevating customer service through intelligent self-service capabilities.

Four years later, Nina is still evolving. 2016 been a significant year for Nina, further underpinning Nuance’s merit as Customer Service Solutions Technology Partner of the Year. In addition to even more companies deploying Nina in 2016, such as IP Australia, The Australian Taxation Office, and Swedbank to name a few, Nuance made a number of significant advancements to this groundbreaking Nina platform.

In May 2016, Nuance introduced Nina for Messaging, which enables enterprises to engage their customers via intelligent, two-way messaging on mobile devices. Tapping into Nuance’s proven NLU and conversational technologies, Nina for Messaging lowers the investment and time risk for enterprises seeking to offer exceptional customer service via conversational messaging within native mobile apps, through text messaging and in messaging applications such as Facebook Messenger. For the consumer, this means simply sending a message to intuitively find answers, seek resolution for complex problems, and make purchases.

Nina for Messaging offers Enterprises enormous capabilities such as in-app messaging, which adds an intelligent conversational interface to existing mobile applications. This allows users to easily find information or complete tasks in the app by speaking or typing while engaging in an automated two-way dialog.

The solution’s two-way text messaging over SMS adds a conversational interface to the popular text (SMS) messaging channel, removing the constraints of traditional automated text dialog. Consumers can initiate customer service conversations by texting 1-800 numbers or respond to company-initiated dialogs naturally, as if they were conversing with a live agent.

Nina for Messaging also taps into what has been one of the biggest buzzwords in 2016: chatbots. The Nina for Messaging solution is the only solution capable of messaging with other chatbots – adding an intelligent conversational interface to messaging applications such as Facebook Messenger, allowing businesses to leverage these popular communication channels to provide customer service.

Offering an automated self-service experience via messaging allows Enterprises to reduce their operating costs while simultaneously increasing customer satisfaction. Unlike other chatbot solutions, Nina’s unified tooling and a common multichannel platform enable a write-once, deploy-anywhere approach whereby companies can easily and cost-effectively extend their investment in intelligent self-service to multiple channels, providing the benefit of a consistent consumer experience without implementing and a number of one-off integrations. Nina for Messaging is game-changing for the consumer, providing intuitive and efficient conversation, much like engaging with a human agent.

In August 2016, Nuance also announced the acquisition of its omni-channel customer engagement solutions partner, TouchCommerce. Just prior to the acquisition, Nuance and TouchCommerce collaborated on launching TouchAssist, based on Nina NLU technology. to provide enterprises with the optimal combination of virtual assistant and live chat interactions in digital channels. TouchAssist gives consumers the ability to engage in sophisticated, human-like dialogue with a "smart" virtual assistant or chatbot. Harnessing both Nuance and TouchCommerce technologies provides an innovative blend of automated and live chat assistance, seamlessly intertwined within a single web or mobile web interface, and equipped with extensive customer targeting and analytics. By improving knowledge and accuracy over time, this powerful collaboration is paving way to a future with fully autonomous chatbots, ultimately transforming the role of live chat agents into that of a Virtual Assistant Trainers.

The introduction of TouchAssist by TouchCommerce, as well as the introduction of Nina for Messaging, coupled with numerous customer launches throughout 2016, further validate Nuance Nina’s role as the Customer Service Solutions Technology Partner of the Year.