Nuance Call Steering greets customers with a personalized message, or a simple “How can I help you?”, and allows them to describe their needs in their own words.
Using advanced Natural Language Understanding (NLU) capabilities, Call Steering recognizes the customer’s intent and automatically navigates them to the most appropriate service area—creating faster, more convenient experiences for customers, and reducing the need for agent-assisted transfers.
Get callers where they need to go, faster with intuitive IVR routing.
Benefits
Nuance Call Steering acts as the front door to your Conversational IVR to simplify navigation, accelerate resolution, and free up agents to handle complex cases.
Eliminate lengthy and complicated IVR menus and offer customers a simple, intuitive experience that guides them to the right destination using their natural speech.
Lower costs by shortening call times, reducing the number of misrouted calls, eliminating the need for agent‑assisted transfers, and improving overall call automation rates.
Consolidate your customer service phone numbers into one self‑service application that simplifies the engagement experience for your customers.
Personalize and optimize your IVR application without relying on an external vendor, using our conversational AI tooling platform, Nuance Mix.