Articles with 'Nuance'

Using artificial intelligence in call centres

The impact of Artificial Intelligence in Call Centres

February 23, 2018 Last Updated: January 13, 2021
Justin Tippett

The use of Artificial Intelligence in Call Centres continues to gather pace promising an improved customer experience and lower costs but is it too good to be true?

Jetstar’s virtual assistant launches on Facebook Messenger

February 15, 2018 Last Updated: March 11, 2020
Justin

Jetstar’s virtual assistant, Jess, has extended her services to Facebook Messenger enabling customers to receive real-time customer service using AI.

Voice Biometrics Technology

February 1, 2018 Last Updated: December 1, 2019
Justin

Voice Biometrics technology is booming as companies look to quickly authenticate customers to reduce costs and improve the customer experience. The Australian Taxation Office has lead the charge in Australia using the technology on millions of calls per year.

The facts behind the ‘hello can you hear me’ scam

May 10, 2017 Last Updated: October 1, 2020
Justin Tippett

Australian Police have issued a warning about the “hello, can you hear me scam” that is allegedly using the victim’s voice recording to make illegal purchases. We speak to call centre industry experts to find out if it’s actually possible or if it’s a case of fake news.

Dominos launch virtual assistant to take pizza orders

Pizza Orders with a Virtual Assistant

March 2, 2017 Last Updated: November 15, 2019
Justin Tippett

Domino’s Pizza has launched Dru Assist, a virtual assistant/chatbot that takes your pizza order and has a chat without any human intervention.

The evolution of virtual assistants now using Supervised AI Learning

Virtual Assistant upgraded with supervised AI technology

February 15, 2017 Last Updated: December 16, 2023
Justin

Supervised AI technology is transforming the customer experience delivered via virtual assistants using the power of machine learning.

Does age impact voice biometrics accuracy

Does ageing impact voice biometrics accuracy?

February 8, 2017 Last Updated: December 27, 2019
Brett Beranek

We tested voice biometrics accuracy on movie stars comparing voice recordings from over 30 years ago to test if the voice biometrics engine still works.

How the Australian Tax Office is using a virtual assistant to improve self-service

December 9, 2016 Last Updated: November 18, 2019
Justin

The ATO has released some data revealing how their use of a virtual assistant to improve self-service has reduced the load on the call centre channel.

How to improve First Call Resolution

August 22, 2016 Last Updated: July 12, 2020
Justin

Its one of the key drivers of customer satisfaction so we share some tips on how to improve first call resolution along with some help on how to measure FCR.