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Nuance AI powers new auto assistant, customer engagement services as smart TV platform reaches milestone


Nuance Communications has announced a service using artificial intelligence to predict customer requests and enable businesses to proactively offer personalized, automated responses, and also an interactive automotive assistant which interprets the cognitive and emotional states of drivers and passengers. In addition to the new products, Nuance has announced that its voice-controlled Dragon TV platform is now being used for more than one billion interactions per month.

Nuance Prediction Service operates with the Nuance Customer Engagement Platform, and uses AI and machine learning to analyze past interactions and provide highly personalized experiences, reducing cost by resolving customer requests more quickly and with fewer interventions by live agents, the company says. The service constantly aggregates data from across all customer interaction channels, and allows organizations to “fail fast” by testing new offers and options. Quickly and accurately directing customers will result in improved key performance indicators (KPI), such as conversion rates and customer satisfaction, according to the announcement.

The automotive assistant product integrates Affectiva Automotive AI with Nuance’s AI-powered Dragon Drive platform. Affectiva’s technology measures facial and vocal expressions to read the emotions of users, and provides key indicators of drowsiness, and physical or mental distraction. Dragon Drive is already in 200 million cars on the road, according to Nuance, enabling passengers to interact with the in-car assistant through gesture recognition, voice recognition, gaze detection, and touch.

Dragon TV lets users search content and interact in different ways with their voices, and allows the television to be used as the hub of a connected home, including to interact with third-party services. The platform leverages deep learning, natural language understanding to provide fast, personalized engagement, and voice biometrics to authenticate users for secure interactions and content recommendations.

“One billion transactions per month is an important milestone as we measure the impact voice-powered interaction has on users’ engagement with connected devices in the home,” said Adam Thibault, general manager, TV and V2T, Nuance. “As technology evolves, voice will only take a more prominent place in how we interact. The technology behind Dragon TV, particularly our industry-leading voice biometrics, bolsters the power of speech and makes this interaction more secure and personal, while also enabling service providers with unprecedented understanding all of the users in the household, not just the main subscriber.”

Deutsche Telekom announced the deployment of Nuance voice biometrics for customer service and support earlier this month.

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