Avaya Adopts Nuance Voice Tech for Support Interactions That 'Feel Almost Human'

Avaya announced self-service automation capabilities in a contact center business, from Nuance’s conversational artificial intelligence technology. AI interactions “significantly improve the accuracy, efficiency and effectiveness of self-service automation,” said Eric Rossman, Avaya vice president-partnerships, developers and alliances, Monday. Nuance’s Tony Lorentzen, senior vice president-intelligent engagement solutions, said the company’s AI-powered, enterprise-grade speech technologies enable automated, intelligent, contextual conversations “that feel almost human.” Popularity of virtual assistants and smart homes are leading consumers to “expect to control their experiences with technology simply by talking,” Lorentzen said. By 2023, customers will prefer to use speech interfaces to initiate 70 percent of self-service experiences, said Avaya, citing Gartner.