Content area
Full Text
Nuance Communications, Inc. (NASDAQ: NUAN) today announced that the City of Dallas has rolled out a significant update to its Dallas311 (dallascityhall.com) city information phone system that will give Dallas residents easy access to important City resources. By implementing Nuances Conversational IVR (interactive voice response) with natural language understanding (NLU), Dallas311 is enabling its customers to get to information more quickly and easily all through natural, conversational dialogue.
Historically, Dallas311, the citys leading source for information, has faced challenges with its caller experience, due in large part to limited IVR functionality and extensive phone trees, which has also led to lengthier calls, higher AHT (average handle time) and higher overall call center traffic.
With the new Nuance NLU system, Easy Speak, Dallas311 aims to improve the caller experience with an easy-to-use system that allows people to simply say what they want in their own words to get to the information that they need. By engaging callers in...