End-to-end approach, vertical expertise, integration capabilities and support of multiple devices, channels, and modalities lands Nuance as only vendor of 16 with perfect score.
In the report, Opus notes the solution providers promoting openness and connections to a multiplicity of resources (both proprietary and third-party) and who support speed to deploy robust EIAs that provide consistently accurate information from a multiplicity of sources are the distinct winners.
Nuance topped the vendor list in this year's report, the only company with the highest possible score in all of the criteria, which evaluated:
Enabling platforms and technologies: Core Natural Language Understanding (NLU), service creation, data and design, dialog management, AI and machine learning, process automation, and knowledge management
Integration points and scalability: Modalities and channels supported, level of human-assisted involvement, analytics and reporting, authentication and security
Track record and EIA maturity: Market presence, highlighted customer deployments, customer engagement strategy, success metrics
Future plans and vision: Vision for enterprise-scale Conversational AI, taking a comprehensive approach to intelligent assistance and customer journey from search to shopping cart
'There's been a shift in how decision-makers think about EIAs. Launching multiple bots or proof-of-concept from a couple of dozen vendors is giving way to purpose-driven deployments of Conversational AI for specific, high-impact, and profitable use cases,' said
This recognition follows Nuance recently being named a Leader in both
'I'm proud of the team for earning this accolade,' said
Nuance is trusted by 85% of Fortune 100 companies and more than 30 billion customer interactions flow through Nuance solutions each year. A top three global retailer that operates in 47 markets around the world was recently able to deploy Nuance's EIA in record time by leveraging existing chat transcripts and combined industry knowledge for faster training. From the first day of deployment, the retailer was seeing over 85% of customer cases resolved by the EIA.
To download the full report, please go here.
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