With Contact Centers Facing a Surge in Callers, Nuance Introduces AI that Eliminates Putting Customers On-Hold

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Voice-to-Agent uses conversational AI to automatically convert the client voice message into text, then utilizes natural language understanding to comprehend the customer demand and path to the best representative or agent swimming pool. The result is frequently long wait times for representatives and customers tasked with successfully answering installing client calls. The brand-new Voice-to-Agent messaging addition to Nuance’s IVR-to-Digital option suite are very first of a kind and allow consumers to quickly voice their requirement or concern so organizations can move interactions to digital channels where automation and asynchronous discussions are frequently more impactful.

Voice-to-Agent utilizes conversational AI to immediately transform the customer voice message into text, then utilizes natural language comprehending to understand the client request and path to the best agent or representative swimming pool. The outcome is often long wait times for representatives and clients entrusted with successfully answering installing customer calls. The new Voice-to-Agent messaging addition to Nuance’s IVR-to-Digital service suite are very first of a kind and allow consumers to quickly voice their requirement or concern so companies can move interactions to digital channels where automation and asynchronous discussions are frequently more impactful.”In any situation where an organization is facing a surge in callers, the capability to quickly comprehend the call context gets rid of the heavy burden on call center representatives and makes for a better consumer experience. With years of domain and AI competence, Nuance works with thousands of companies worldwide across health care, monetary services, telecommunications, government, and retail– to produce stronger relationships and much better experiences for their clients and labor force.

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