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Nuance named leader in 2019 Forrester Wave: Conversational AI for Customer Service

Another WIN for Nuance AI: differentiated for artificial intelligence (AI), voice and speech engines, approach to human/AI blending, omni-channel delivery capabilities and security and authentication

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Nuance has been focused on pioneering the Conversational AI landscape for decades. Today the world’s biggest companies are using our solutions to engage their customers, and, in any given moment, somewhere someone in the world is talking to a Nuance-enabled conversational system. Our mission since inception has been to change the way humans and machines interact, and today that mission lives on in our laser focus on making it easier for brands to engage their customers and allowing customers to talk to brands as they do their friends.

That’s why being named a leader in Forrester’s 2019 Conversational AI for Customer Service New Wave matters to us. In our opinion, it means we are achieving our goal of pushing the industry forward through powerful innovation – bringing our customers the conversational AI they need to deliver engaging and personalized experiences across all the channels their customers and prospects engage – outpacing others who are beginning to enter our space.

Nuance has been consistently recognized by Forrester for its conversational AI capabilities with this report coming on the heels of the firm identifying Nuance as one of the top emerging voice and chat companies in the “The New Wave™: Conversational Computing Platforms, Q2 2018” report and ranking Nuance #1 in the June 2017 report, The Top 10 Chatbots For Enterprise Customer Service. This third-party validation adds to our impressive list of accolades including our technology being ranked #1 numerous times by Opus Research and our customer deployments winning more than 40 Stevie Awards for Sales and Customer Service – more than any competitor in the conversational AI for customer service space.

We see this year’s New Wave as being critical as it evaluated a wider set of criteria beyond just conversational tools and digital chatbots. We believe this Wave looked at the future of the industry – where conversational AI must be channel-less, intelligent, secure and enterprise-grade. It also must interweave with human experts, an area in which Nuance shined in the report, with Forrester citing us as “[outstripping] rivals” with our tools for human agents.

To view the full report please visit: https://www.nuance.com/omni-channel-customer-engagement/landing/analyst-report/forrester-wave-2019-conversational-AI.html. And here’s to our continued trailblazing to a truly intelligent, conversational future.

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