Nuance and Huawei Answer the Call for China Mobile Jiangsu, Delivering a More Engaging Customer Experience with Speech and Natural Language in the Call Center
Jiangsu Customers Simply Speak to Get the Help They Need
BURLINGTON, Mass., – July 31, 2014 – Nuance Communications, Inc. (NASDAQ: NUAN) today announced that China Mobile Jiangsu Branch has leveraged Nuance’s speech and Natural Language Understanding (NLU) technology to vastly improve the phone experience for callers in need of service or support. Together with partner Huawei, Nuance has created a more natural and intuitive customer experience for China Mobile Jiangsu Branch, replacing their phone menu trees with a conversational speech interface that saves customers time and increases call routing accuracy. Whatever their request, Jiangsu Mobile customers can simply speak naturally to receive fast and convenient assistance.
The newly-launched NLU interactive voice response (IVR) Call Steering system – the first of its kind in China – offers people the opportunity to get what they need quickly and easily when they contact China Mobile Jiangsu Branch over the phone. Previously, Jiangsu callers endured a series of phone menus with lengthy and sometimes confusing prompts. With the new service, callers are presented an easily answered IVR prompt, such as “Please tell me the reason for your call” to which they can respond using their own words, such as “I want to add roaming service.” The system quickly recognizes the caller’s intent and the request is immediately fulfilled through automated phone self-service or, if appropriate, routed to the best available call center agent. The result is faster assistance, more accurate call routing, and a far improved customer experience.
Since its launch in early April, the new system has boasted an accuracy and routing rate nearing 85%. The IVR platform is provided by Huawei while Nuance provides the speech and NLU Call Steering as well as professional services. China Mobile Jiangsu Branch plans to further expand the number of users in the coming months.
“Customers today are busy and always on-the-go, and they want their questions resolved as quickly and easily as possible,” said Robert Weideman, executive vice president and general manager for the Enterprise Division of Nuance. “By deploying natural language understanding Call Steering in the call center, China Mobile Jiangsu Branch is positioning themselves above the competition and significantly improving the customer experience through allowing a fast, seamless, and convenient interaction.”
About Huawei Carrier Business Group
Huawei is a leading global ICT solutions provider. Through our dedication to customer-centric innovation and strong partnerships, we have established end-to-end capabilities and strengths across the carrier networks, enterprise, consumer, and cloud computing fields. We are committed to creating maximum value for telecom carriers, enterprises and consumers by providing competitive ICT solutions and services. Our products and solutions have been deployed in over 170 countries and regions, serving more than one third of the world's population.
Huawei's vision is to enrich life through communication. By leveraging our experience and expertise in the ICT sector, we help bridge the digital divide by providing opportunities to enjoy broadband services, regardless of geographic location. Contributing to the sustainable development of society, the economy, and the environment, Huawei creates green solutions that enable customers to reduce power consumption, carbon emissions, and resource costs.
For more information, please visit www.huawei.com.
About Nuance Communications, Inc
Nuance Communications, Inc. (NASDAQ: NUAN) is a leading provider of voice and language solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with devices and systems. Every day, millions of users and thousands of businesses experience Nuance’s proven applications. For more information, please visit www.nuance.com.
Trademark reference: Nuance, and the Nuance logo are trademarks, registered trademarks or brands of Nuance Communications, Inc. or its subsidiaries in the United States of America and other countries. All other companies or product names are the property of the respective owners.
Nuance Communications, Inc.