Nuance Communications, Inc. (NASDAQ: NUAN) today announced significant expansions to Nina TM, the virtual assistant for customer service. Nina has been expanded to the web, adding text-based virtual assistant capabilities to enterprise web marketing, ecommerce and support applications. Nina has become smarter, with the ability to engage in customer service conversations and connect to existing enterprise back-office applications. Additionally, Nuance has made Nina multi-lingual, with the ability to recognize and speak 38 languages.
Nina was introduced in August 2012 as the first solution to bring speech-based virtual assistant capabilities to mobile customer service apps. With the expanded capabilities introduced today, Nina is now a multi-channel solution, delivering the same intelligent, natural interactions across a variety of customer self-service applications, including text messaging, voice, mobile apps and the web. More than ever, Nina represents a significant opportunity for enterprises to leverage the full power of intelligent systems to deliver customer self-service solutions that are easy to use, accurate and effective.
The expansion of Nina is significant, as it addresses the growing consumer demand for more engaging experiences through intelligent systems – from the way consumers use smart phones to find information or make reservations, to how they interact with their smart TV, or engage with a company’s customer service online. Not only do 75% of consumers actually prefer self-service due to its speed, accuracy and convenience but, according to Forrester Research, 67% of people sought customer service via a company’s web site in 2012 1.
With Nina Web, Nuance is defining the new face of customer service online. On web sites, Nina presents a human-like virtual agent that can quickly resolve customer requests, while conveying the brand essence of an enterprise. When needed, Nina Web intelligently routes conversations to live agents, with connectivity to systems such as LivePerson®, Moxie® and others. Nina Agent provides human-like customer service conversations via text or speech interactions, using Nuance natural language understanding (NLU), and connectivity to CRM, ERP and database systems.