Nuance Guest Blogger
Nuance Guest Blogger’s stories
When managing complex conditions, instant connections matter

Every cancer patient has their own story—and each of their treatment journeys is unique. At Personalized Imaging Consultants, we treat all our patients like they’re members of our family, dedicating ourselves to ensure they get the very best care for their unique needs. But getting access to the best care isn’t always easy for patients […]

Early detection and real-time medical image sharing save lives

Each year during Breast Cancer Awareness Month, women are urged to do everything they can to screen for and detect cancer early. For women forty and older, that typically involves having an annual mammogram; but for women with dense breast tissue (around 50% of women in the US), mammography on its own is not enough. […]

The Power of Sharing Saves Lives: hospital wins battle against time for one patient’s aortic emergency

Aortic emergencies, as a category, have “one thing in common: if not diagnosed and managed in due time, they are life threatening.” Thus, responding to them effectively requires the rapid activation of a complex health ecosystem; and even when these responses are done well, the healthcare team must still battle against unfavorable mortality odds. Such […]

How to get your voice biometrics implementation right: 5 top tips from a success story

To a credit union like ours, nothing is more important than the experiences we provide to our members. Our contact center fields about 4,000 member calls every day—and every one of those callers needs to be authenticated before they can get access to their account. In the past, we used traditional knowledge-based techniques to verify […]

Intelligent Authentication (IAuth): An Origin Story

At the turn of the century, Intelligent Authentication emerged from the same primordial goo that spawned every initiative to “Kill the Password”. The value proposition was simple: “People should not have to remember a PIN or answer a series of questions in order to carry out business over the telephone.” Spoken words were a natural […]

Forrester’s Art Schoeller on seven strategies for elevating CX today

There are few people who understand COVID-19’s impact on customer experience as well as Forrester Research’s Art Schoeller. As Principal Analyst for contact center technology, Schoeller has been in regular contact with both vendors and users since the start of the pandemic, listening to their challenges, and providing expert guidance and support. We spoke to […]

The dark fate of Terminator or how to approach advantages in AI technology

Yes, I admit it. I like the Terminator movies and I like Arnold Schwarzenegger with his monotone voice. I get all excited when he says, “I’ll be back!”, but in general I just like videos that show a glimpse into the future, even if it’s just an imagined one. I have always been passionate about […]

How was your latest trip?

Traveling usually is fun. You get to experience new things and forget about everyday worries for just a little bit. But what if the travel itself becomes the worry? Things happen – delays, technical issues, nature – all leading to interruption in your travel plans and there’s not much you can do about it. Working […]

No joke: Customers don’t like chatbots

We have an enlightening infographic from Forrester Research to show you. It’s titled “Customer Service Chatbots Fail Consumers Today”. You may be wondering if this is an April Fool’s joke. You may think we’re shooting ourselves in the foot. Why talk about how customers hate chatbots? Isn’t Nuance in the “chatbot” business? Well, sort of. You […]

How to avoid the doom and gloom of a chatbot’s future

This is going to sound ironic coming from a “chatbot” vendor, but get ready for a chatbot backlash in 2019. Yes, you heard correctly. Forrester Research predicted in their report, Predictions 2019: Customer Service and Sales, that customers will lead a community-based revolt against corporate chatbots in 2019. Meaning customers will do whatever it takes […]

Creating a bionic contact center agent

“Bionics” describes technology that is inspired by nature – similar to AI, which describes the ability of a computer to act like a human. When talking about bionic agents we don’t mean contact center agents with prosthetic arms that make them type faster, or any other physical modification of the human body. We are talking […]

My fifteen-year journey with Dragon

At only 21 years old, living with a disability in a developing country (Nairobi, Kenya), the chances that I would ever live a close to normal life seemed slim. Just before I joined University, I was involved in a road crash where I sustained a spinal-cord injury which left me quadriplegic – paralyzed from the […]