Nuance Nina Web

On March 19, 2013 company Nuance Communications, Inc. announced an exit of the Nina Web virtual assistant. It is the new product in the Nina family focused on customer service via websites of the companies.

Nina Web provides with functions of a text virtual assistant corporate applications for internet marketing, e-commerce and technical support. The solution simplifies navigation on the website and can, having recognized a request, at once to readdress the client on the page with the interesting information or to switch to the relevant employee of a support service.

Nina Web will recognize "on-line dialog" – the user slang, spelling errors, acronyms and grammatical incorrect constructions and also defines mood (for example, discontent of the user), considering use of "CAPS lock" and feature of a punctuation.

As well as in work with mobile applications, in the web version of Nuance uses the preset virtual image of Nina which it is possible to configure under specific a brand strategy. On websites of Nina it is presented in the form of the virtual agent in the likeness of men who quickly processes requests of clients. In the course of service of Nina provides voice or text customer interaction, using technology of a natural language understanding (NLU) of Nuance company and also integration with CRM systems, ERP and databases.

Nina Web is a part of Nina Virtual Assistant Platform into which also the modules Nina Mobile and Nina Assist, but also, the new expansions managed by Nina Web, Nina Agent and Nina IQ Studio enter. Improvement of Nina is focused on the growing customer needs in higher quality of service using intelligent systems. According to Forrester Research, in 2012 75% of consumers in the world preferred systems with a possibility of self-service because of their speed, accuracy and convenience, but 67% of people tried to get support via the website of the enterprise.

"With the personal assistant to Nina the new generation of support systems of clients with self service features begins. It should be noted that the last already became usual in the West. Today sensing technologies of the natural speech allow to provide consumers with service of that level which they expect from the Russian companies bank, tourist, retail and other branches of the economy long ago, – Yurchenko Vitaly, the area director of Nuance in Russia and the CIS says. – Except that similar automation allows to cut down significantly staff expenses and the maintenance of contact centers, the innovation of speech recognition always makes a positive impression on clients, increasing loyalty and differentiating a brand".

The Nina Mobile virtual assistant for mobile applications with a possibility of voice self-service was brought to the market in April, 2012. This first solution in which functions of a virtual assistant are combined with a possibility of natural communication with an intelligent agent.

Nina is capable to distinguish 38 languages and to speak in them and also supports text input in 13 languages. This voice assistant participates in speech communication with the client and multikanalen – interacts with existing solutions for support of business processes.