Nuance Communications

Nuance Recognizer for Contact Centers

Voice-activated technology is improving because of powerful processors, advancements in natural language processing, and improved algorithms for recognizing voice. Nuance Communications, is an innovative company based in the US that provides customer support services, whose motto is, “Ease of use through Speech Recognition.”

Nuance is of the highest-grade software’s with the best recognition accuracy, encouraging natural human-like conversations. Natural Language Processing (NLP) utilizes the maximum capacity of various Hidden Markov Models (HMM) to sift through data hidden in speech analysis graphs. HMM results are then processed by mathematical models that yield a specific command.

Nuance specializes in the following products:

• 1.    Automatic Speech Recognition (ASR) for contact center automation. ASR has the ability of analyzing 79 different languages and encourages human interaction in a natural manner. Benefits of using ASR include but are not limited to: cost savings, funneling calls that promote business, filtering unwanted calls, selective processing of information, thereby increasing overall business proposition.

• 2.    Dragon Speech Recognition for Personal Use – Dragon Speech Recognition enables daily processes and tasks to be automated. These include speech-to-text dictation in word documents and accessibility functions to assist disabled users better interact with the computers.

• 3.    Clintegrity – Hospitals ha ve extensive Customer Relationship Management (CRM) systems that organize and update data for many tasks. Many of these tasks require manual entry, which is time consuming. Clintegrity provides mechanisms where the software analyses speech in order to input entries or access records for doctors to examine. This in turn helps the hospital to focus on more important things at hand, to serve the patient in a timely and orderly manner.

Nuance has set benchmarks for the speech recognition industry yet new methods are still prone to analysis errors. The HMM model works on probability and statistics, which provide approximations and at times cannot decipher the way human interact. There are still areas in voice recognition software’s that can be adapted to the industry as a whole and can be customized to the specific company requirements.