Enterprise Class. Cloud Based.
Consumer Tested.
Industry Leading Technology
Fully customizable brand persona
Advanced natural language understanding
Flexible response methods
Seamless integration with existing infrastructure
Sophisticated self-service tools
Proven Technology Backed by Millions of Conversations
Nuance’s Intelligent Virtual Assistants have had millions of conversations in multiple languages on high visibility websites worldwide. Our proven technology is deployed through a secure cloud service model, delivering high-performance assistants with predictable and measurable results.
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Fully Customizable Brand Persona
Our UI component library allows you to fully customize the design and customer engagement model of your virtual assistant. In addition, we partner with design firms to create the avatar or UI that reflects your brand, image, and business mission, guaranteeing a positive and consistent customer experience.
Advanced Natural Language Understanding
Our virtual assistants engage users in natural conversations via a simple chat metaphor. After quickly and accurately determining the subject, and intent of an issue, the virtual assistant guides the consumer to the answer they are looking for. Using Advanced Natural Language Understanding, the virtual assistant:
- Emulates the flow of human conversation, and your brand, in both tone and content
- Understands slang, misspellings, acronyms, and grammatically incorrect words or phrases
- Uses the appropriate social protocol for greetings and farewells, criticisms, compliments and frustrations
- Offers social engagement capabilities beyond business centric dialog to create a brand personality that engages consumers and builds rapport
With the popularity of Apple’s Siri growing even in its infancy, the rise of personalized digital assistance is more of a question of when, than if. And VirtuOz has put together a powerful conversational interface platform that has them in a great position to capitalize on this growth.
CRM Idol , 2012 Review
Flexible Response Methods to Resolve Customer Issues
The fundamental promise of the virtual assistant is to immediately and accurately serve every customer, every time for a precise outcome. The virtual assistant offers a range of response methods to deliver a compelling web customer service that keeps consumers informed, satisfied, and even delighted. Response methods include:
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Answers Questions Accurately The virtual assistant act as a personal guide, leveraging existing content on your website or in your knowledge base, providing a single, accurate answer for an efficient self-service experience. |
Guides to a Successful Transaction The virtual assistant integrates with your existing CRM, ERP, or custom back office systems to create personalized interactions that empower customers to connect with your brand, purchase products, and resolve issues for effortless self-service. |
Connects to the Right Channel The virtual assistant is multi-channel aware, integrating with your existing channels to create a seamless cross channel customer experience that achieves 100% resolution and reduces user frustration. |
Seamless Integration with Existing Infrastructure
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Enterprise Systems Integrating the virtual assistant with your CRM, ERP, or custom back office applications allows you to create a responsive and personalized customer channel, resulting in increased customer satisfaction. For example, you can greet customers by name, promote and upsell based on their profile, show order status or billing history, personalize responses to service requests, or automatically open trouble tickets. |
Knowledge Bases Integrating the virtual assistant with your existing knowledge base extend the value of your corporate content development and maintenance and ensure consistency across multiple customer channels. In addition, Nuance offers a “thumbprint” knowledge base to support specific dialog and content for a particular agent mission or customer goal. |
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Human-Assisted Channels When a consumer need is outside the scope of the virtual assistant, the consumer is intelligently directed to the most appropriate human-assisted channel. The assistant ensures a smooth transition, communicating queue times and sending a copy of the conversation transcript to maintain context and avoid asking the consumer to restate his or her request. |
Web Analytics Nuance supports integration of virtual assistant metrics with leading web analytic tools, offering you performance measurement in the broader context of your customer’s entire web experience. Website analytics augment the virtual assistant’s analytics to provide the most comprehensive usage statistics and support A/B testing. In addition, path analysis to and from your agent provides a complete picture of the customer experience and highlights opportunities to improve your assistant’s performance. |
Self-Service Tools
Nina IQ Studio creates an easy, yet powerful way for you to ensures your virtual assistant stays relevant to evolving customer needs and remains high-performing with automatic learning and a robust toolset that enables continuous tuning and optimization. Customizable virtual assistant dashboards and dynamic voice of the customer reports deliver actionable insights within hours instead of days.
Assistant Performance Dashboard
The Nina Web Assistant Performance Dashboard aggregates all key performance indicators (KPIs) in one accessible and easy-to-understand interface. You can configure the virtual assistant performance dashboard to display the key metrics that are relevant to the assistant’s mission and performance goals as well as your own customer satisfaction goals.
Voice of the Customer Dashboard
The Nina Web Voice of the Customer (VoC) Dashboard is designed to provide insight into your customers’ thoughts and behavior. With VoC, you can understand customer concerns and behaviors, identify customer trends in real-time, react quickly to issues that impact customer satisfaction, and focus on improving content areas where customers most frequently seek a response.