Natural Language Understanding (NLU) - Conversational IVR and virtual assistant solutions.

What customers mean, not just what they say

Nuance Natural Language Understanding (NLU) serves as a foundation for self-service solutions that deliver amazing flexibility, efficiency and unbeatable customer satisfaction.

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Understand your customers, naturally

A core technology behind our conversational IVR and virtual assistant solutions, NLU enables smarter and more efficient applications that can quickly route callers and enhance the customer experience throughout the entire self-service engagement.

Natural language understanding empowers users to interact with systems and devices in their own words without being constrained by a fixed set of responses. It helps systems like the IVR or virtual assistants better understand a human’s words because it can recognize a wider variety of responses, even if it has never heard them before.

As a leader in NLU technology, Nuance brings unparalleled expertise to deliver improved routing accuracy, shorter calls and the know-how to turn caller intent data into a more conversational, intelligent self-service experience.

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AI delivers a modern voice experience (pdf. Open a new window)

Voice Reimagined white paper(pdf. Open a new window)

Read how AI is delivering a modern voice experience—in the IVR and beyond

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American Airlines and Natural Language Understanding (pdf. Open a new window)

American Airlines case study(pdf. Open a new window)

Read how Nuance helped the airline reach new heights in customer service while reducing operation costs.

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Stats

The results are in

50%

Reduction in call durations.

20%

Increase in contact center productivity.

Benefits

As a leader in NLU technology, Nuance brings unparalleled expertise—delivering improved routing accuracy, shorter calls and the know-how to turn caller intent data into a more

Solutions & technologies

Nuance NLU powers the following solutions:

Looking to add NLU to your IVR or VA?

Do conversational AI your way with Nuance Mix—
a new DIY tooling platform

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Resources

Blog post

Contact us to better understand how NLU can improve your business.