Nuance Bows E-Commerce Prediction Service With Personalized Auto Responses

Nuance announced an e-commerce prediction service enabling brands to predict inbound customers’ intent or next requests and proactively offer personalized, automated responses. A goal of the service is to quickly resolve inquiries or concerns “without needing additional clarifying questions,” said the company Wednesday. The service is part of Nuance’s customer engagement platform, said to allow organizations to have “human-like interactions” with customers across channels including interactive voice response, web, SMS, outbound, third-party messaging applications and IoT devices. Nuance’s prediction service analyzes aggregate, anonymized customer data from across all channels “to model and understand what incoming customers are likely going to ask" and offer a personalized interaction, in some cases "proactively, before a customer even engages,” said the company. It said results include cost savings from reduced time to solution and fewer customer queries for live agents to handle. During each encounter, the service makes a calculated projection of the reason for the engagement and automatically updates the prediction model to ensure the best experience the next time, said Nuance. The constant analysis allows organizations to “fail fast” by testing new concepts, offers or menus quickly and determining the best performers, Nuance said. Enterprises field billions of customer interactions each year, requiring companies to anticipate and resolve customer needs in advance to operate efficiently, said Robert Weideman, Nuance general manager.