Nuance Communications - Most Innovative Tech Company of the Year

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: Company / Organization Categories
Nomination Sub Category: Most Innovative Tech Company of the Year - 2,500 or More Employees

Nomination Title: Nuance Communications, Inc.

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.

Nuance builds state-of-the-art conversational AI technology that amplifies how their customers’ ability to help others. That manifests in different ways based on the challenges each industry faces.

For example, in healthcare, physician burnout rates are at an all-time high, while patients are increasingly demanding more engaging experiences across the healthcare continuum. To address these challenges, Nuance released a number of solutions, including Dragon Ambient eXperience (DAX). Launched in February 2020 with Microsoft, DAX securely and automatically captures, contextualizes and documents physician-patient conversations, in person and virtually. With DAX, physicians can spend more time caring for and engaging with their patients and less time on burdensome administrative work. To address increasing patient expectations beyond the physical exam room, Nuance created a patient engagement platform in January 2021, which combines decades of healthcare expertise with award‑winning intelligent engagement technology to enable personalized, automated interactions that provide patients with relevant information over their preferred touch point (e.g., voice assistants or chatbots).

Nuance also brought to market Nuance Mix in April 2020, a customizable version of its leading conversational AI platform that enables companies to create and maintain their own omni-channel customer services experiences quickly and easily. This platform is a game-changer as organizations seek to own their own digital front doors and provides bespoke and customized user experiences across all channels. As a result, end users can access the information they need quickly and have the right content and information proactively presented to them—saving time, reducing frustration, and improving overall customer satisfaction.

Since deploying Nuance DAX, doctors have seen a 20% increase in patient throughput, a 50-75% reduction in clinical documentation time, and an 88% increase in physician satisfaction scores for clinical documentation. And, with participation consent rates of over 90%, it’s clear patients like it, too.

The advancements Nuance continues to make to its broader healthcare product suite are having a powerful impact on improving physician and care team experience, with benefits that include: two hours freed per clinician, per shift, through the automation of administrative tasks; 87% fewer radiology-related phone call interruptions; and higher physician satisfaction. Nuance also improves quality and compliance for health systems, which results in 36% increased capture of extreme severity of illness; 24% increased capture of risk of mortality; and 82% increase in follow-up tracking. And, from an improved patient experience, the technology results in an up to 40% reduction in duplicate imaging and unnecessary repeat scans and up to 3 days reduction in length of stay due to early radiology intervention.

From a customer service perspective, Nuance’s technology enables companies to own their digital front doors and create customized experiences for consumers. As a result, organizations see a 75% increase in usage of automated ID and verification from customers (no more typing passwords!); up to 85% first-contact resolution for inbound customer queries; a 42% reduction in agent handle time; and a 26% increase in customer satisfaction rates.

https://news.nuance.com/2020-02-24-Nuance-Announces-the-General-Availability-of-Ambient-Clinical-Intelligence
https://news.nuance.com/2020-04-20-Nuance-Launches-Dragon-Ambient-eXperience-for-Telehealth-Compatible-with-Any-Telehealth-Platform
https://news.nuance.com/2020-09-15-Nuance-and-Microsoft-Announce-the-Integration-of-Dragon-Ambient-eXperience-and-Microsoft-Teams-for-Virtual-Telehealth-Consults
https://news.nuance.com/2020-04-15-Nuance-Launches-Nuance-Mix-DIY-Toolset-Opens-Access-to-Market-Leading-Conversational-AI
https://news.nuance.com/2021-01-11-Nuance-Launches-Omnichannel-Patient-Engagement-Virtual-Assistant-Platform-to-Power-Healthcares-Digital-Front-Door
https://opusresearch.net/wordpress/2021/02/02/opus-research-report-decision-makers-guide-to-enterprise-intelligent-assistants-2021-edition/
https://opusresearch.net/wordpress/2020/04/16/nuance-mix-intelligent-assistant-development-platform-for-diyers/