Nuance Launches Voice-to-Agent Messaging

Nuance Communications today released Voice-to-Agent Messaging, a solution that uses artificial intelligence to eliminate putting customers on hold.

Instead of having customers wait on hold or offer to wait for a call back, companies adding Nuance Voice-to-Agent Messaging to their contact centers can let their customers leave voice messages of any length to explain their issue and requests. Voice-to-Agent uses conversational AI to automatically convert the customer voice message into text, then uses natural language understanding to understand the customer request and route to the best agent or agent pool. Nuance's AI can also provide agents with proposed answers and automatically send an SMS to the customer with a personalized response.

The new Voice-to-Agent Messaging is an addition to Nuance's IVR-to-Digital solution suite. It can transcribe speech-to-text in real time, getting virtual assistants and/or live agents all the relevant information about a given customer before they contact that individual.

"In any situation where an organization is facing a surge in callers, the ability to quickly understand the call context removes the heavy burden on call center agents and makes for a better customer experience. Instead of waiting on hold, they can simply leave a voice message and get their question answered via an SMS chat," said Tony Lorentzen, general manager and head of the Intelligent Engagement business at Nuance, in a statement. "Because our platform is unified, not only is it easy for customers to solve for high-demand times, but it also brings channels together in a controlled way that can simultaneously accelerate digital-first strategies and future plans."