The ride-hailing company Cabify has partnered with Nuance Communications to automate its customer service operations. The company has now adopted Nuance’s Intelligent Engagement Platform, which offers robust conversational AI capabilities across multiple digital channels.
Cabify previously launched its own ABI virtual assistant with Nuance’s expertise. ABI is able to field customer questions in several different languages, and has successfully resolved 80 percent of end-user requests since it was first deployed. In doing so, the assistant has dramatically reduced the customer service load on Cabify employees, since the vast majority of inquiries do not get escalated to a human agent.
Any calls that do get routed to a real human being are also handled more efficiently. ABI successfully discerned the nature of a request 93 percent of the time, making it easier for employees to look up and provide the appropriate answer.
“In the mobility market, it is imperative that end-users and drivers can get direct responses to their concerns using the channels they are most comfortable with,” said Cabify Customer Experience VP Jacobo Domínguez Blanco. “With our virtual assistant, we’ve been able to move away from traditional channels, automating the process of responding to customer queries.”
With Nuance’s technology, Cabify is able to support multiple languages and provide coverage for customers using apps like Facebook Messenger and WhatsApp. The company is based in Spain and is active in 11 countries, 10 of which are located in Latin America.
“As a company with ambitious growth plans, Cabify has placed the customer experience at the heart of this expansion, something we absolutely believe is the right decision,” added Nuance EVP and Enterprise GM Robert Weideman.
Nuance has taken a step back from the automotive industry since Cerence was spun off as a separate company last October. However, Nuance’s voice biometric technology remains popular in contact centers. The company recently expanded its portfolio with Nuance Mix, a new tool designed to allow customers to build their own conversational AI systems.