Avaya Taps Nuance to Deliver New, Easy-to-Navigate Conversational Interfaces for AI-Enhanced Customer Experience

Avaya Holdings Corp. announced the availability of new self-service automation capabilities with simple, easy to navigate conversational interfaces integrated in its Avaya IX Contact Center solutions. This leap forward in customer experience is a result of Avaya’s ongoing integration of AI capabilities with Nuance Communications, a provider of Conversational AI technology and an Avaya A.I.Connect partner.

Delivering on the promise of self-service automation has been historically frustrating, with significant limits on the types of interactions that customers could conduct. But by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.¹Avaya is leveraging the growing power of AI to enable organizations around the world to deliver better self-service experiences to meet this growing demand for robust conversational capabilities.

Businesses now have an additional automation solution that can personalize interactions with their customers, making them seamless, effortless and personal while minimizing the friction caused by previous generations of technology. This latest integration with Nuance provides customers with additional speech enhancements, including Nuance Speech Suite 11 with Dragon Voice for conversational speech, leveraging the latest in AI-driven machine learning speech recognition capabilities.