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Nuance debuts IVR to Digital for AI-driven customer engagement

August 4, 2017

The Nuance IVR to Digital will strengthen Nuance's omnichannel customer engagement platform as part of a series of cognitive and conversational AI innovations for customer care.

With IVR to Digital, callers can move from traditional phone calls to digital channels, and engage with brands through enhanced self- and assisted service, according to a press release.

"Consumers have embraced virtual assistants and messaging for customer engagement, demonstrating a fundamental shift in consumer expectations for customer service, and they expect brands to be available whenever they are, wherever they are," said Robert Weideman, executive vice president and general manager, enterprise division, Nuance, in the release. "Nuance IVR to Digital creates a seamless engagement experience allowing for a simple transition between calls and self-service digital channels, which is giving consumers the ability to interact with human and virtual agents in the ways that make the most sense for them and delivering the best-possible experience."