Nuance’s Artificial Intelligence Can Predict What Customers Are Calling About

“…thanks to machine learning technology, Nuance says the solution will refine its statistical models over time in order to improve its success rates.”

Can artificial intelligence predict the future? Maybe not yet, but it can be used to predict what customers are calling about when they dial into a contact center.

Nuance's Artificial Intelligence Can Predict What Customers Are Calling About

That is the premise of Nuance Communications‘ latest solution, dubbed the “Nuance Prediction Service.” Part of the Nuance Customer Engagement Platform, the solution is designed to analyze aggregated, anonymized customer data from across a range of channels in order to predict what an incoming call is likely concerning. And thanks to machine learning technology, Nuance says the solution will refine its statistical models over time in order to improve its success rates.

In a statement announcing the solution, Nuance Enterprise Division General Manager Robert Weideman emphasized its capacity to improve automated customer service systems. “Prediction Service fuels the kind of highly personalized, omni-channel strategy that so many organizations are trying to achieve to engage their customers intelligently, while providing self-service that makes tremendous impact on efficiencies,” he said.

While Nuance has made a name for itself in recent years primarily with its voice and speech recognition technology, it has also shown a strengthening focus on artificial intelligence technology, particularly in the form of virtual assistant solutions. Now, with its Nuance Prediction Service, the company is further extending its AI activities, and appears to be pushing the limits of how such technology can be applied in the current state of the art.