Whether on-premises or hosted, conversational IVR automates more calls by treating each caller like your most important customer: "Welcome back Sarah! How can I help you?"
Touchtone and speech IVR might have been “good enough” in the past, but not anymore. Instead, conversational IVR engages callers using intelligent conversation: “Welcome back, Jim. Are you calling about the order you placed yesterday?”
Today, “easy” is the number one customer service demand – and a 20% increase in simplicity results in a 96% increase in loyalty. With nearly half of all customer service handled on the phone, an IVR that makes it easy for callers has a huge payoff.
Nuance natural language technology powers conversational IVR. Statistical models, intelligent dialogues and design best practices come together to predict and capture the intent of conversations – delivering answers and completing transactions faster than ever.
See how conversational IVR meets evolving caller expectations for faster, easier self-service.
Creating a positive opinion of your company means making it easy for customers to get what they need. With conversational IVR, your callers will feel like they’re talking with their very own personal assistant.
Perfected through years of research and development by leading industry experts, Nuance core technologies power the solutions that enhance billions of customer interactions every year.
Powered by Automatic Speech Recognition, Nuance Recognizer delivers the industry’s highest recognition accuracy while encouraging natural, human-like conversations for self-service customer interactions.
Powered by Text-to-Speech, Nuance Vocalizer is an enterprise-ready spoken output engine that enhances the IVR experience and enables more human, personalized customer interactions.
Powered by Natural Language Understanding, Call Steering lets customers use their own words to describe why they are calling, resulting in a faster, more direct path to resolution.
As a multi-channel, cloud-based hosted platform, Nuance OnDemand delivers conversational IVR without capital expense or the operational demands of infrastructure.
Hear how FedEx deployed natural language speech technology on the Nuance OnDemand platform, delivering a more conversational customer experience and exceeding their self-service usage goals.
Hear how Dutch utility company Nuon replaced their touchtone IVR with a natural language speech interface, improving customer satisfaction and reaping immediate business results.
Nuance professional services leverage years of experience and thousands of successful deployments to offer thought leadership and commitment to your results. We use the latest tools and techniques to design, develop, deploy and optimize your speech-enabled applications.
How to Create an IVR that Your Customers Will Love, Not Loathe
Four ways to meet your customers’ self-service expectations
Premium Voices for IVR
When it comes to automated conversations, it’s not only what you say but also how you say it that matters.
Julie, Amtrak’s automated customer service representative, gets callers “on board” and empowers them with intuitive self-service.
IVR: calling for a better experience
A recent Nuance survey reveals insights on the IVR qualities that today’s tech-savvy, connected customers expect, contrasting them with those that make callers phone-slamming mad.
Five reasons to use conversational IVR
In the first of a five-part blog series, Dena Skrbina offers tips for increasing consumer expectations for conversational speech, including how natural language usage can help your IVR deliver a better caller experience and reduce contact center costs.