• Skip to main content
  • Skip to secondary menu
  • Skip to primary sidebar
  • Skip to footer
  • Our Services
  • Contact Us
  • Newsletter
  • Top Nav Social Icons

Mobile ID World

Mobile ID World

Identification Revolution

  • Mobile ID
    • What Is Mobile ID?
    • Identity Associations
    • Premier Partners
    • FAQ
  • News
  • Solutions
    • Behavioral
    • Facial Recognition
    • Fingerprint Biometrics
    • Iris Biometrics
    • Second Factor
    • Smart Cards
    • Smartphones
    • Vital
    • Voice
    • Wearable Tech
    • Other
  • Applications
    • Access Control
    • Cloud Technology
    • Commerce
    • Enterprise
    • Healthcare
    • Identification
    • Internet of Things
    • Law Enforcement
    • Strong Online Authentication
  • Exclusive
    • Interviews
    • Featured Articles
    • Podcasts
  • Companies
  • Events

Nuance Helps Cabify Automate its Customer Service Operations

July 29, 2020

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.

Nuance Helps Cabify Automate its Customer Service Operations

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.

Filed Under: Industry News Tagged With: AI, Artificial Intelligence, Cabify, Nuance, Nuance Communications, Nuance Intelligent Engagement Platform, virtual AI assistants, virtual assistants, voice interaction, voice interfaces

Related News & Articles

What Are the Benefits of AI-Enhanced Biometrics?

IDEX and Hengbao Showcase New Dual-Interface Biometric Card

Apple Awarded Patent for In-Display Touch ID

Primary Sidebar

Register For the Next Virtual Identity Summit

Register now!

Tweets

Sponsored Links

facetec logo

FaceTec’s patented, industry-leading 3D Face Authentication software anchors digital identity, creating a chain of trust from user onboarding to ongoing authentication on all modern smart devices and webcams. FaceTec’s 3D FaceMaps™ make trusted, remote identity verification finally possible. As the only technology backed by a persistent spoof bounty program and NIST/iBeta Certified Liveness Detection, FaceTec is the global standard for Liveness and 3D Face Matching with millions of users on six continents in financial services, border security, transportation, blockchain, e-voting, social networks, online dating and more. www.facetec.com

FACEPHI is a global leader in Facial Recognition technology and in Mobile Biometrics technologies. With a strong concentration in the financial sector, FacePhi’s product is rapidly becoming a service used by banks all over the world. Its implementation doesn’t just save money, it is also a way to attract clients and build loyalty, while increasing the security of transactions for both the customer and the business. To learn more about FacePhi, visit https://www.facephi.com/en/

Recent Posts

  • Selfie IDV Innovator Finds Escalating Demand in Q4
  • Another e-Betting Platform Leverages Biometric KYC, Care of Jumio
  • Thai Authorities Approve Mobile ID for Airport Boarding
  • New Yoti Solution Ties Biometrics to e-Signatures
  • Kenya’s New President Pushes for Digital ID By Year’s End

Footer

  • About Us
  • Company Directory
  • Advertise With Us
  • Contact Us
  • Privacy Policy
  • Terms of Use
  • Archives
  • CCPA: Do not sell my personal info.

Follow Us

Copyright © 2023 MobileIDWorld