Remember when you were a kid in school and the teacher would put a gold star by your name on the good work chart? There’s something about seeing that shiny little sticker that fills you with pride in the work you did and determination to be even better. It also shows your peers that you’ve got brains! It’s too bad as adults that we can’t receive gold stars every time we succeed at something. Or can we…
As a provider of customer engagement solutions and services, Nuance and our customers around the world receive “gold stars” when leading research/analyst firms recognize the innovative, customer-focused work we do.
Case in point: A leading delivery service – and a Nuance customer – was just named winner of the 2017 Opus Research Intelligent Assistant Award. The delivery brand uses our AI-powered Virtual Assistant Nina to provide a high level of personalization across more than 79 countries in 15 languages. Nina lets customers get answers to their questions quickly and easily through the digital channel. The award-winning enterprise and Nuance were honored for delivering an engaging customer experience using natural language understanding, machine learning, and artificial intelligence through the virtual assistant on the brand’s website.
Using intelligent automation and conversational interaction, the Nuance Nina-powered virtual assistant can field frequent shipping questions from customers. In just a year and a half of deployment, in North America alone, the virtual assistant is yielding impressive results, including:
- 6.7 million interactions total with customers,
- 300k+ conversations on average per month with customers; and
- 80-81% first contact resolution rate and 50+% deflection rate.
Why is it so rewarding for Nuance to have a customer receive such an honor? The Opus Research Intelligent Assistant Awards recognize leading brands who are utilizing virtual assistants to redefine digital commerce and customer care. That’s right. We’re redefining digital customer care!
At the same awards ceremony, another Nuance customer was recognized with an Intelligent Assistants Award: Australian Government agency IP Australia was honored for their integrated digital strategy, using their virtual assistant “Alex,” deployed in partnership with Datacom.
Launched in May 2016, ‘Alex’ leverages Nuance Nina to engage customers directly on IP Australia’s website and Facebook page, providing answers to questions and continuously learning from customer queries. As the Australian Government’s first integrated Intelligent Assistant and web-chat digital experience, Alex has had a significant impact on IP Australia’s digital engagement strategy. In 2013, only 12% of the agency’s 800,000 customer interactions a year utilized digital channels and this has grown to its current level of 99.6% digital adoption. To date, Alex has supported over 50,000 customer interactions and assisted in maintaining IP Australia’s customer service satisfaction ratings at over 84%.
Further optimizations to Alex include the introduction of Nuance Nina Coach in July 2017, a first for Asia Pacific. Nina Coach moves Alex into the next generation of Human-Assisted Virtual Assistants powered by Artificial Intelligence, enabling Alex to seamlessly bring in a live agent to assist with tricky questions. This action is recorded, analyzed, and folded back into Nina’s semantic brain, making the NLU technology smarter and more accurate over time, so the virtual assistant knows the answer on its own moving forward.
But wait! There’s more!
Nuance won an award, ourselves! At the AI Summit, San Francisco, we received the 2017 Alconics Award for Best Intelligent Assistant Innovation. The AIconics are the world’s only independently judged awards for practical applications of AI in business. The awards recognize the achievements and advances of the firms pushing the development of these burgeoning technologies forward, offering a level playing field on which Silicon Valley giants and cutting edge start-ups alike can showcase their work during the last year.
So… with three awards that recognize our work in redefining digital customer care, what can this tech company do? Well, we give ourselves three gold stars!