What customers mean, not just what they say
Nuance Natural Language Understanding (NLU) serves as a foundation for self-service solutions that deliver amazing flexibility, efficiency and unbeatable customer satisfaction.
Understand your customers, naturally
A core technology behind our conversational IVR and virtual assistant solutions, NLU enables smarter and more efficient applications that can quickly route callers and enhance the customer experience throughout the entire self-service engagement.
Natural language understanding empowers users to interact with systems and devices in their own words without being constrained by a fixed set of responses. It helps systems like the IVR or virtual assistants better understand a human’s words because it can recognize a wider variety of responses, even if it has never heard them before.
As a leader in NLU technology, Nuance brings unparalleled expertise to deliver improved routing accuracy, shorter calls and the know-how to turn caller intent data into a more conversational, intelligent self-service experience.
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American Airlines case study (Open a new window)
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The results are in
50%
Reduction in call durations.
20%
Increase in contact center productivity.
Benefits
As a leader in NLU technology, Nuance brings unparalleled expertise—delivering improved routing accuracy, shorter calls and the know-how to turn caller intent data into a more
Solutions & technologies
Nuance NLU powers the following solutions:
Conversational IVR
Natural Language Understanding is a key component in our conversational IVR solutions, serving to enhance the caller’s self-service experience while delivering efficiency and automation improvements.
Call Steering
Call Steering allows customers to use their own words to describe why they are calling, eliminating navigation complexity and resulting in a faster, more direct path to resolution.
Virtual assistants
Natural language-powered virtual assistants enable customers to easily engage with self-service systems by speaking or typing their own words and using natural dialogue that mimics a live agent interaction.
SmartListener
A comprehensive, user-friendly suite of tools that allows users to prototype and optimize speech output applications by easily creating optimization data such as user text rules, user dictionaries and prompts.
Looking to add NLU to your IVR or VA?
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a new DIY tooling platform
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Resources
Blog post
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Four steps to modernizing government IVR(Open a new window)
Citizens have become accustomed to modern voice experiences and they expect the same conversational, convenient, personalized and intuitive interactions from government agencies. What can these organizations do to modernize their IVR programs?