Nuance Communications- Achievement in Product Innovation
Company: Nuance Communications, Inc. Burlington, MA
Entry Submitted By: V2 Communications
Company Description: Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence.
Nomination Category: Achievement Categories
Nomination Sub Category: Achievement in Product Innovation
Nomination Title: Pandemic-Prompted Innovation: How Nuance Enhanced its Age Detection Capabilities to Reduce COVID-19 Related Fraud
Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. For the last two decades, the company has delivered solutions that understand, analyze, and respond to people – amplifying human intelligence to increase productivity and security across numerous industries, such as healthcare, retail, government, telecommunications, travel, banking, and more. Currently, 85% of the Fortune 500 and 77% of hospitals in the U.S. rely on Nuance’s conversational AI solutions to enhance customer and patient experiences, combat fraud, streamline back office tasks, and more.
Over the past year, Nuance upgraded its biometrics platform, Nuance Gatekeeper, to meet new and evolving customer needs. The platform features multiple unique capabilities, including:
• The Nuance Lightning Engine™, an AI-powered voice biometrics engine that authenticates and personalizes customer engagements in under a half of a second.
• Nuance ConversationPrint™, an industry-first capability that identifies fraud in real time based on word choice and patterns of speech during an interaction with a human or virtual assistant. This self correcting technology ensures that voiceprints are up to date.
• Behavioral biometrics that build models based on an individual’s unique behavior patterns including how they use a keyboard or hold their smartphone.
• Flexible integration to cloud and legacy contact center infrastructures. As a cloud-native solution, Gatekeeper leverages dynamic scaling to seamlessly meet customer processing needs without incurring additional cost or management overhead.
As part of these upgrades, Nuance introduced an enhancement to its Age Detection capabilities to aid seniors –identified as the most vulnerable targets for fraud – during COVID-19. The s enhanced capabilities offer a first-of-a-kind solution that lets enterprises quickly recognize if callers are over the age of 65 and, if so, immediately prioritize their call, get them to a live agent for service, and better protect them with voice authentication from fraudsters trying to call in under their name. This added layer of detection enables seniors to access their accounts without the frustration of pins and passwords, while ensuring others cannot easily socially engineer their way into those seniors' accounts to steal information.
Over 600 million consumers make upward of 8 billion successful authentications yearly through Nuance's biometrics solutions, and the company has prevented over $2 billion worth of fraudulent activity for customers over the course of one year. With Gatekeeper, enterprises can substantially reduce operational costs associated with authentication and fraud management while preventing fraud losses, leading to ROIs as high as 300% in as little as three months. Passive authentication in the call center has been shown to lower Average Handle Time (AHT), directly translated to money saved, improved relationships between businesses and customers, as well as passive authentication in the IVR which improved self-service rate.
Nuance Gatekeeper helped ensure Telefónica – a global telecommunications firm– and its customers were safe from fraudsters that might have attempted to socially engineer their way into an elderly individual's account to steal critical information. This not only aided a vulnerable population during an unprecedented time, but also enhanced customer experience
Upon rolling out the new features, Emilio Gayo, President of Telefónica España, said, "The current pandemic has made everyone over the age of 65 both more susceptible to fraud and in need of immediate service. By partnering with Nuance Gatekeeper in developing proper and agile solutions, we can best serve this group by prioritizing their calls and getting their issues resolved even quicker than we already do. The system is critical to protecting our most at-risk customers while enabling an easier service experience on the phone channel, which this demographic most commonly uses to engage."
https://whatsnext.nuance.com/enterprise/prioritize-seniors-voice-biometrics-customer-service/
https://www.fastcompany.com/90516397/this-ai-can-guess-your-age-from-the-sound-of-your-voice