Nuance - Nuance Voice Search - Nuance Voice Search: Directory Assistance

Time is a precious commodity today and we expect to access personalized and accurate information quickly and easily. As part of its suite of ground-breaking, speech-based capabilities, Nuance has launched Nuance Voice Search: Directory Assistance (NVS: DA). This is a comprehensive and flexible platform which provides callers with enhanced content and search facilities.

The service provides a more natural and interactive experience for callers. Sophisticated disambiguation techniques interpret the caller’s request in as few steps as possible while advanced search and data methodologies tackle massive data sources to deliver the right information for the right request.

The Nuance difference

Traditional Directory Assistance services conduct only simple lookup tasks, often leaving customers frustrated and lacking the information they need. Nuance offers a more intelligent approach to understanding and routing caller requests.

For example, a caller may ask for “Acme on Park Avenue” but not “Acme Corporation.” In many cases, databases contain multiple name matches - “Acme, Inc.”, “Acme Auto Repair”. They may also include multiple listings.

NVS: DA takes advantage of advanced statistical modeling, unsupervised learning and data methodologies to interpret and route a caller’s ambiguous or incomplete request, even in the case of the largest of databases. The solution benefits everyone. Customers enjoy a fast and efficient service delivering the right information for every request in as few steps as possible, while companies experience increased customer satisfaction and a higher number of callers handled successfully.

Not just a number

NVS: DA goes further than satisfying basic requests for database listings. By linking with other content retrieval services, such as business category search or traffic and weather reports, and by supporting alternate methods of delivery, such as voice and data interaction on multimodal handsets, Nuance Voice Search: Directory Assistance opens up a world of information to discover.

Details with features and benefits

Nuance Voice Search: Directory Assistance provides companies with the means of transforming the way in which they interact with their customers:

Highest automation
Keep more callers satisfied with intelligent super search techniques that tackle the largest data sources, delivering highest automation rates available
Increased Customer Satisfaction
Increase customer satisfaction by providing callers with information – Fast! Nuance’s disambiguation and search techniques provide the simplest path and the most compelling voice user interface.
More Natural Caller Interaction
Provide a more natural and interactive experience for your callers with enhanced statistical language modeling for recognition of natural spoken utterances.
Extensible Platform
Nuance Voice Search: DA is an extensible platform with common core technology and a packaged framework for new applications. It can seamlessly tie in to other information retrieval services, such as business category search.
Intelligent super search techniques for DA
Nuance Voice Search: DA can interpret and route partial or incomplete caller requests, thanks to statistical models. For example, a caller who asks for “Coffee” may match listings for “Starbucks Coffee” and “Seattle’s Best Coffee.”
Dynamic disambiguation
When faced with multiple matches, Nuance Voice Search: DA’s disambiguation engine dynamically poses the most appropriate question at the point of disambiguation, leading to a more optimal caller experience with fewer turns.
Unsupervised learning
Nuance Voice Search: DA uses unsupervised learning to improve performance. Nuance Voice Search: DA collects data from operator actions on manually routed calls and automatically generates statistical rules that push search performance higher
Flexible Deployments
With dozens of on premise or hosted successful implementations worldwide, Nuance is uniquely positioned to address all available deployment models and combinations.
Delivery Channels
The solution can be delivered on a hosted basis or at a customer’s premises