“Nuance says it has had over 950,000 conversations since it was deployed in March, and that initial results indicate it has achieved “first contact resolution rates of 80 per cent”, according to a statement from the company.”
Nuance’s AI assistant system has been adapted for another self-service system. This time, it’s been deployed for the Australian Taxation Office website.
The Nuance technology was implemented this past spring. This iteration of the system goes by the name ‘Alex’, and is based on the Nina platform, just like in its deployment this past summer with IP Australia’s phone system, in which Alex was used to answer callers’ questions using natural speech recognition.
On the ato.gov.au website, Alex operates in much the same way. Nuance says it has had over 950,000 conversations since it was deployed in March, and that initial results indicate it has achieved “first contact resolution rates of 80 per cent”, according to a statement from the company. It’s a promising sign that Nuance’s technology could get a solid footing in the enterprise market as voice-based AI interaction becomes an increasingly common customer interface, perhaps all the more so in light of Nuance’s acquisition of voice biometrics specialist AGNITiO last month.
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December 6, 2016 – by Alex Perala
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