Nuance Looks to Give Human Call Center Agents an AI Boost

“Nuance says that Agent AI has already been deployed by some clients – and has already delivered compelling results.”

Nuance Communications has announced a new tool for the contact center aimed at helping human agents to better serve callers.

Called “Agent AI”, the solution is designed to deliver real-time insights concerning previous interactions with callers, and to use biometric technology to authenticate callers’ identities. The solution’s interface is also built to help agents find information they need quickly, helping them to do their jobs more confidently while ensuring the end customer is receiving the a high level of service.

“Too often, when AI in the contact center is discussed, there is a concern that it will take jobs away from humans, when in reality the most successful customer engagement strategies include a blended approach between customer service professionals and AI,” explained Nuance Communications Enterprise Division GM Robert Weideman in a statement announcing the solution. “By leveraging AI, we are actually empowering agents to succeed and enabling them to deliver the best experience possible with less frustration for both them and the customers they are serving.”

Nuance says that Agent AI has already been deployed by some clients – and has already delivered compelling results. A US bank, for example, reported that 60 percent of its agents indicated improved job satisfaction, while a “major utility” reported that it had increased sales conversions by 60 percent.

Agent AI’s announcement offers the latest indication of Nuance’s intensifying focus on artificial intelligence, with the company having announced a new automotive-focused AI research lab in Germany in December and an AI-driven ‘Ambient Clinical Intelligence‘ solution at last month’s HIMSS conference.