Multichannel intelligent virtual assistants offer personalized self-service that deliver an experience customers prefer over static web pages and basic mobile functionality.
Intelligent automated engagements from Nuance, like Nina Web, Nina for Messaging, and Nina ID, deliver engaging self-service platforms for your customers to transact, navigate, ask questions, and get exactly what they need. In addition, they are able to escalate your customers to a live chat agent, if needed, while maintaining the context of the conversation within the same engagement window.
Customers converse with Nina through voice or text and Nina delivers instant, accurate, and successful outcomes in a natural, human-like way.
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Nina engages customers in natural conversations using voice or text by utilizing Nuance's leading natural language understanding technology.
Nina guides customers to successful outcomes, connects them to the right place, and facilitates transactions for immediate, easy and effective self-service.
Nina monitors every customer interaction and tunes accordingly, ensuring your virtual assistant stays relevant and effective.
A virtual guide to web content, a simple way to perform transactions and a way to extend your brand voice on your web site. Integrates with existing CRM systems to deliver the one right solution instantly and easily.
Provides a voice-enabled intelligent virtual assistant within mobile apps. Transforms apps into powerful customer engagement tools that allow easy self-service for immediate, accurate outcomes.
Rather than clicking, tapping, scrolling, and typing, the customer can get what they want just by talking. They simply ask a question and the right solution is instantly in their hands. There is no hunting through a static interface or going through multiple screens—in one action they can get exactly what they want.
Nina can take on the appearance and tone of any brand. It can be a character from a brand’s advertising, it can take the voice of an actor who represents the brand in other channels, and it can take the brand’s unique tone to mobile apps or the Web.
Nina can offer customers a consistent experience across the web and mobile. A familiar voice will answer the request whether it’s typed into a computer, tapped on a screen or spoken into a device. This consistency creates reassurance of the quality of service the customer can expect.
Find they need to adapt to technology rather than having technology adapt to them
Find getting information with a mobile app tap-interface challenging
Average app retention rate following 90 days of download
Prefer searching the web for support queries
Rated the virtual assistant experience as "fantastic" or "good"
Consider virtual assistants are more convenient and efficient
of virtual assistants users are repeat users (every day, week or month)
Consider getting support through a virtual assistant easier than searching the web
Nuance's natural language technology enables Nina to understand complex sentences, multi-string words, abbreviations, slang, misspellings, fragments, and all things that make up a real human conversation.
It also uses dynamic decision trees to ensure that conversations do not hit dead-ends or repetitions. All this is done whilst maintaining a natural conversation cadence to deliver customer service without interruption or pause.
We believe that the virtual assistant has tremendous potential to make it simpler, faster and more satisfying for our members to manage their financial affairs on their mobile devices.
Assistant Vice President of Emerging Channels for USAA
U.S. Bank Trials Nuance's Nina
"Customers are becoming accustomed to using their voice to interact with their smartphones, and we are exploring the application of that technology to banking and payments," said Dominic Venturo, chief innovation officer at U.S. Bank Payment Services.
USAA launches voice command mobile banking
USAA members can now ask their iPhone how much they spent on groceries last month or tell it to pay the mortgage on Thursday.
U.S. Bank trials Nuance's Nina
U.S. Bank has begun testing Nuance Communications' natural language voice-based virtual assistant, Nina, to provide customers access to interactive and self-service options.