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Nuance is bringing AI-powered customer service messaging to Apple Messages

Announced at the recent WWDC Developer Preview Session, Nuance was named one of Apple Customer Service Providers (CSP) allowing brands to connect with their customers using iMessage and solve issues immediately and in context. With the Nuance Digital Engagement Platform working with Apple Business Chat, brands are able to initiate direct conversations for efficient, conversational customer service or sales engagements.

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Nuance and Apple are working together to bring customer service to Apple iMessage through Business chat

Apple introduced Apple Business Chat and with it a new opportunity for brands to connect with millions of consumers using Apple Messages (iMessage).

Nuance Customer Service Messaging allows brands to connect with their customers via Apple Business Chat, Facebook Messenger, WeChat and others, to solve customer issues immediately and in context. With the Nuance Digital Engagement Platform, brands are able to initiate direct conversations for efficient, conversational customer service or sales engagements.

Apple Business Chat will allow millions of consumers to add enterprises as contacts within iMessage and then securely chat with their bank, telco, airline and more. With Apple Business Chat, enterprises will now be able to chat with their customers automatically using either real-time or asynchronous messaging with a virtual assistant or live agent in the contact center.

Read more about what Apple’s introduction means for enterprises – and consumers – below.

 

Customer service messaging – the next big thing

Messaging is ubiquitous, easy to use, always available, and supports both real time and asynchronous messaging – features that make chat a hugely popular way for family, friends and co-workers to connect every day.

It is those same features that will one day make customer service messaging mainstream. And with the announcement of Apple Business Chat, coupled with Nuance unique messaging technology, that day is getting very close indeed.

The addition of Apple Business Chat to iMessage will provide millions of users with the ability to connect with businesses – iMessage is the #1 Apple app, and iMessage users send an estimated 200,000 messages a second. But this volume of messages also presents a challenge in terms of how businesses and enterprises will handle the potentially millions of messages they are likely to get each day – even when the contact center is closed. How can an enterprise “turn on” customer service messaging and affordably deliver customer service that meets consumer expectations?

 

Nuance Customer Service Messaging

Over 6,500 enterprises worldwide, including many of today’s leading brands, have selected Nuance to enhance and automate customer service – with an estimated 14 billion customer engagements flowing through Nuance solutions each year.

Nearly two years ago Nuance introduced Customer Service Messaging, supporting chat within messaging apps like Facebook Messenger, SMS and more, as well as messaging within enterprise apps. By supporting automated and human-assisted engagements within our platform, Nuance gives enterprises everything they need to “turn on” Customer Service Messaging for iMessage, Facebook Messenger, SMS and more. Here’s how:

Messaging is ubiquitous and always “on.”  Enterprises will get millions of chats a day, every day, and it simply isn’t affordable to hire thousands of contact center agents to handle the volume – nor to expect that the contact center can be staffed 24 hours a day, every day.

Combining real-time and asynchronous messaging ensures that customers get answers even when agents are not available. Messages can automatically be sent to the customer to share an estimated time for a response to let the customer know that progress is being made on their request.

The solution is to use the Nina Virtual Assistant to be the “always on” virtual agent. Nina delivers first contact resolution of 80% and more – indicating that the consumer gets all the information they wanted from the Nina virtual agent. This means that 20% or less of incoming messages will need to be routed to a contact center agent.

Human assistance is made possible by the Nuance Digital Engagement Platform, which leverages NLU routing to automatically detect the customer request and route to the agent or agent pool who is best able to service the customer for that specific request.

This shortens the time that it takes to engage with the customer and speeds up the process of getting the customer the answer they need.

Read more about Nuance Customer Service Messaging for Apple Business Chat.

 

Read full article

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In today’s multichannel era, businesses should leverage virtual assistants to communicate with their customers.
Why channels matter when building a virtual assistant
More customer channels mean a new way to communicate
Meet the Visa and Mastercard mandate for card transaction alerts and build a foundation for growing and maintaining market share
Mandates for proactive engagement are perfect catalyst for card issuers
How are you thinking about Visa and Mastercard’s requirements for transaction alerts?
Businesses must carefully piece together all the elements of their virtual assistant to ensure a superior customer experience.
The building blocks to create a virtual assistant
What’s in a name? A lot.
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