Nuance Mix | Conversational AI Platform for IVR and Chatbots | Nuance (2022)

Create great conversations. Simply.

Nuance Mix conversational AI tooling platform empowers organizations to quickly and easily create and maintain their own enterprise‑grade, omnichannel customer service experiences for IVR, chatbots, and more.

  • Use cases
  • Benefits
  • Features
  • Tools
  • Ask the experts
  • Resources

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Microsoft + Nuance

Nuance Mix is now part of the Microsoft Digital Contact Center Platform, an open, extensible, and collaborative platform for seamless, omnichannel customer engagement.
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Meet Nuance Mix

Nuance Mix empowers organizations to create advanced conversational experiences for IVR and chatbots using the same market‑leading tools that Nuance uses for design, speech, natural language, dialog, and test. With one tooling platform across the full software development lifecycle, enterprises gain greater control, accelerated development time, and increased business agility. The result is conversational AI that drives business outcomes.

See how Nuance Mix is changing the game for DIY conversational AI solutions.

Watch the Mix webinar

Nuance Mix | Conversational AI Platform for IVR and Chatbots | Nuance (1)

See how you can use Mix to design, develop, test, and maintain conversational applications. (Play a video)

Create for every channel

Develop natural and engaging experiences for IVR, smart speakers, chatbots, and more based on Nuance’s industry‑leading speech and AI technologies.

IVR

Chatbots & virtual assistants

Smart speaker

Messaging

(Video) Nuance Mix Demo - Intro to Mix

See what Mix can do for you

Enhance customer experiences

Expand from traditional channels and approaches to conversational experiences powered by AI that span all channels and provide superior service.

Accelerate time to market

Get to market faster with easy to use tools that work across your teams allowing everyone to collaborate quickly on one project and accelerate initial application development.

Gain more flexibility at lower costs

Augment or replace complicated coding with easy‑to‑use graphical tools that support the full software development lifecycle (design, development, testing, and deployment). Use APIs to customize and create what you need.

Improve quality and efficiency

Tutorials, pre‑built expert design models, and forums help users think like an expert while quickly prototyping applications. Reusing and sharing design flows and coding across multiple channels eliminates the need to redo work.

View data sheet(pdf. Open a new window)

Download Nuance Mix eBook(pdf. Open a new window)

Discover the golden rules of DIY customer experience

For technology leaders, the pressure is on to deliver unique conversational customer experiences, fast. And now that cloud, APIs, and microservices have made it possible to build world‑class experiences in‑house, there are often many good reasons to take a DIY approach.

But building experiences that customers love—and that deliver your desired business outcomes—means sourcing the right tools, closing up skills gaps, and honing your strategy. If you want to see the best results, there’s a lot to consider.

We’ve created this guide to help!

Get white paper

Nuance Mix | Conversational AI Platform for IVR and Chatbots | Nuance (2)

Do it yourself. But not alone.

With Mix you can create on your own or with Nuance help. You decide. We offer flexible cooperation models from complete DIY to having our team of experts build it for you, train you, and hand over the keys for you to manage. We are always standing by to provide ongoing support as needed and help optimize your application along the way.

Features

Everything you need for creating engaging conversational experiences

Instant access to proven, deep learning‑based speech and NLU technologies.

25+ years of experience

Nuance is an expert in industry‑leading, user‑centric voice and chat UIs for many in the Fortune 500. Mix tools are designed based on UI/UX best practices and experience delivering and optimizing solutions across major verticals, delivering tangible business outcomes.

Support for the full SDLC

Role‑based tools that span the SDLC (Software Development Lifecycle) from design to development through testing and QA ensure both technical and business users alike can create and control the whole experience.

Omnichannel and multi‑language support

Enable users to create advanced conversational experiences in 40+ languages within a single project. Reuse across IVR, VA, chatbot, messaging, smart speakers, and more—eliminating the need to redo work for each channel and language.

Cloud or on-premises deployment

Unlike other vendors which require applications to be deployed in their cloud environment, Mix provides organizations the flexibility to deploy applications wherever they want—in the Nuance cloud, a 3rd party cloud, or on‑premises.

Pre‑built designs, tutorials, and forums

Expert‑built models provide a starting point for DIY while tutorials and forums help novices learn to think like a pro. ​

Get started with our tutorial videos in Mix.dashboards “Learn” tab.

NLU Modeling powered by AI​

Creating NLU models has never been easier: Mix.nlu leverages artificial intelligence to auto‑tag sample phrases for intents. This automated process will improve the recognition accuracy for existing intents, and find new user intents that weren’t accounted for yet.

Intuitive user interfaces

Empower beginners to power users to create natural, intelligent conversational experiences through easy‑to‑use, drag‑and‑drop graphical interfaces that support sophisticated dialog design and Natural Language Understanding (NLU) modeling.

First‑class support for IVR and digital channels

Nuance Mix is an omnichannel ‘Conversational AI’ tooling platform that supports very channel‑specific features. In IVR, you can use pre‑recorded audio, barge‑in, and DTMF; and in digital channels, rich media and interactive elements like Quick Reply buttons.

Ready‑to‑use channel integrations

Nuance supports deploying Mix Conversational AI applications via standard channel integrations to traditional IVR platforms (VXML Connector), and to web chat and social media & messaging channels (NDEP).

(Video) Nuance Mix - DIY Conversational AI Platform

Nuance Mix wins 2021 Contact Center Technology Award

Presented by Customer Magazine, the Contact Center Technology Award is given to companies with product or services that are considered the “top‑of‑the‑top” in the industry, and with the ability to help enterprise, SMB, and outsourced contact centers deliver world class customer experiences. This year’s 16th annual award honors companies that offer the best in customer service‑enhancing technology solutions.

Nuance Mix | Conversational AI Platform for IVR and Chatbots | Nuance (3)

(Video) Nuance Conversational IVR

Creativity unleashed

Nuance Mix is an enterprise‑grade SaaS platform with intuitive, powerful tools anddevelopment capabilities based on Nuance’s industry‑leading speech and AItechnologies.

Mix Dialog

Design omnichannel, multilanguage conversational interactions effortlessly, within a single project.

Learn more about Mix Dialog

Mix NLU

Understand what your customer means, not just what they say with the power of machinelearning.

Learn more about Mix NLU

Mix Dashboard

Access the full capabilities of Nuance Mix—from design to build to deploy—in a single dashboard.

Learn more about Mix Dashboard

Ask the experts

Learn how Mix improves conversational AIdevelopment

Hear direct from Nuance engineers on trends in AI and how Mix delivers value toyourorganization.

Why Mix (Play a video)

Hear from Nuance expert Michael Gourlay on why Nuance Mix is great for DIY development for chatbots, virtual assistants, IVR and other omnichannel applications.

Power of Mix for Developers (Play a video)

Hear from Nuance expert Nirvana Tikku on why Nuance Mix has the powerful DIY features to help developers create omnichannel applications.

Need more information before signing up?

Contact us to speak to a specialist today.

Contact us

(Video) Nuance Mix solutions video

Proven industry technology & experience

With best‑in‑class core speech and NLU technologies (“deep learning”) trusted by leading organizations, Nuance Mix puts our vast experience in your very capable hands.

25+

years that Nuance has provided industry‑leading, user‑centric voice and chat UIs

1.5k+

leading brands, including 85% of the Fortune 100 companies, trust Nuance for its best‑in‑class core speech and NLU technologies.

85

languages supported worldwide to create global customer experiences

Nuance Mix | Conversational AI Platform for IVR and Chatbots | Nuance (4)

With Power Virtual Agents and Nuance Mix on the Microsoft Digital Contact Center Platform, organizations now have a single platform for conversational AI tooling covering the needs of every use case.


Tony Lorentzen
Senior Vice President, Intelligent Engagement Solutions

Read What's next(Open a new window)

Resources

Video

  • Mix demo video(Open a new window)
    See how Nuance Mix empowers organizations to quickly and easily create their own enterprise‑grade, omnichannel customer service experiences for IVR, chatbots, and more.

Infographic

  • Nuance Mix infographic(pdf. Open a new window)
    Explore how to create your own enterprise‑gradeconversational AI applications.

Brief

  • Own the conversation
    Discover how Nuance Mix enables you to harness the power of best‑in‑class speech recognition, speech synthesis, and NLU for enhanced customer experiences.

Nuance Mix Tools

  • Mix APIs(Open a new window)
    Learn more about our gRPC APIs for interacting with the speech recognition, natural language understanding, dialog, and text‑to‑speech runtime services.
  • Mix Dialog
    Design omnichannel, multi‑language conversational interactions effortlessly, within a single project.
  • Mix NLU
    Understand what your customer means, not just what they say with the power of machine learning.
  • Mix Dashboard
    Access the full capabilities of Nuance Mix—from design to build to deploy—in a single Dashboard.

FAQs

What is nuance in IVR? ›

Nuance Conversational IVR resolves inbound telephone queries through natural, human‑like interactions that encourage self‑service and increase customer satisfaction. Schedule a discovery call with a Nuance voice strategist. Contact us. Feature spotlight.

What is Nuance mix? ›

Nuance Mix is an enterprise‑grade SaaS platform with intuitive, powerful tools and development capabilities based on Nuance's industry‑leading speech and AI technologies. Mix Dialog. Design omnichannel, multilanguage conversational interactions effortlessly, within a single project.

What is the difference between IVR and chatbot? ›

While IVR requires linear dialogue, chatbots can understand non-linear dialogue. This means that IVR has customers drip-feeding the key information to the system, while chatbots can receive it all in one go. Chatbots only need to find keywords in the text to know how to reply, making it far easier to talk to them.

Is IVR a chatbot? ›

All three are data-driven

Omnichannel web chatbots are rule-based, while the more advanced IVR and virtual bots use machine learning to improve interactions.

Is IVR AI? ›

Powered by AI, Natural Language Understanding (NLU), and machine learning, conversational IVR systems allow callers to steer the conversation, with automated systems reposing in complete sentences. This makes the conversation flow more naturally without any human intervention.

What is Nuance Development Framework? ›

Nuance Development Framework supports open standards and is complementary with third party tools, protecting your contact center investment and providing flexibility of platform choice.

What is Nuance Dax? ›

The Nuance Dragon Ambient eXperience (DAX) is an AI-powered, voice-enabled solution that automatically documents patient encounters accurately and efficiently at the point of care. It can be used for in office and telehealth settings in ambulatory to scale efficiently across the healthcare organization.

When did Microsoft buy Nuance? ›

Microsoft completed its $19.7 billion acquisition of voice technology company Nuance Communications on Friday morning, two days after clearing their final regulatory hurdle. Nuance and Microsoft announced the acquisition agreement 11 months ago, in April 2021. It was originally expected to close by the end of 2021.

What is Nuance gatekeeper? ›

Nuance Gatekeeper is a cloud-native biometric security solution that enables frictionless, fast, and accurate authentication for legitimate persons while detecting and preventing fraudsters wherever—and however—they engage.

Is IVR a virtual assistant? ›

IVA and IVR are automated virtual alternatives to human agents designed to enhance the customer experience and speed up the resolution process.

What is IVA vs IVR? ›

IVA technology is an evolution of the IVR system intended for routing calls and handling simple tasks. Virtual agents use AI to power speech-enabled or chat environments where customers can solve problems, complete payments, check balances, book appointments, and more.

What is IVA in call center? ›

An intelligent virtual agent (IVA) is an AI-powered application that allows businesses to deliver intuitive resolutions for common questions across voice and digital channels. Contact centers are increasingly adopting IVAs as they offer significant business value.

Which AI domains is used by interactive voice response IVR applications? ›

Answer: Interactive voice response (IVR) is a technology that allows humans to interact with a computer-operated phone system through the use of voice and DTMF tones input via a keypad.

What are the three domains of AI? ›

The domain of AI is classified into Formal tasks, Mundane tasks, and Expert tasks.

What is conversational AI? ›

Conversational AI is a type of artificial intelligence that enables consumers to interact with computer applications the way they would with other humans. Conversational AI has primarily taken the form of advanced chatbots, or AI chatbots that contrast with conventional chatbots.

What is Dragon Medical SpeechKit? ›

Dragon Medical SpeechKit is a secure, cloud-based speech recognition solution that allows clinicians to document the complete patient story using voice in a virtual environment.

What is Nuance health? ›

Nuance is the market leader in creating clinical understanding solutions that drive smart, efficient decisions across healthcare. Website http://www.nuance.com/for-healthcare/index.htm. Industries Hospitals and Health Care. Company size 501-1000 employees. Headquarters Burlington, MA.

What is Nuance PowerScribe? ›

Solution Nuance® PowerScribe® 360 Reporting is the industry's most trusted and widely used real-time radiology reporting solution. This award-winning solution provides quick, efficient generation of high-quality reports that demonstrate improved patient, clinical and financial outcomes.

Does Dragon work with Allscripts? ›

Dragon Medical One is available for Allscripts TouchWorks®, Sunrise™, Paragon™ and Allscripts Professional EHR™.

What is Dragon ambient eXperience? ›

Dragon Ambient eXperience (DAX), is a comprehensive AI-powered voice-enabled solution which uses ambient sensing technology to securely listen to clinician-patient encounter conversations while offering workflow and knowledge automation to complement the EHR.

Will Nuance change its name to Microsoft? ›

— March 4, 2022 — Microsoft Corp (Nasdaq: MSFT) on Friday announced the completion of its acquisition of Nuance Communications Inc. (Nasdaq: NUAN), a leader in conversational AI and ambient intelligence across industries including healthcare, financial services, retail and telecommunications.

What is Nuance software used for? ›

Nuance Communications, Inc. is an American multinational computer software technology corporation, headquartered in Burlington, Massachusetts, that markets speech recognition and artificial intelligence software.

Is Microsoft still buying Nuance? ›

After finally clearing all the regulatory hurdles, however, the company announced today that the deal has closed. In a video statement CEO Satya Nadella called Nuance a pioneer in enterprise AI, and said that he is looking forward to seeing what the two companies can accomplish together.

How does voice authentication work? ›

To verify an enrolled person's identity, the biometric voice recognition system captures a new speech sample, creates a template from the sample, and compares it against the enrollment template. A strong match between templates indicates that the same person spoke both samples, thus verifying the person's identity.

What is IVA Channel? ›

The IVR-IVA channel detects the best response for user input such as running authentication, displaying text messages and a menu of options, or performing other actions by using text analysis.

What is Nuance Recognizer? ›

Nuance Recognizer encourages natural, human-like conversations that create more satisfying self-service interactions with customers. Custom weightsets keep focus on concepts that matter most. Real-time recognition lets you act on in‑progress results as soon as keywords are spoken.

What is Nuance gatekeeper? ›

Nuance Gatekeeper is a cloud-native biometric security solution that enables frictionless, fast, and accurate authentication for legitimate persons while detecting and preventing fraudsters wherever—and however—they engage.

What is nuanced conversation? ›

A nuanced conversation is an informal interchange of thoughts and ideas between individuals where subtle differences are recognized.

What is Genesys IVR? ›

Genesys Enterprise IVR is the Genesys cloud IVR product delivered through Designer, a drag-and-drop customer experience design tool. Traditional IVR platforms are clunky, cumbersome, and typically deliver poor customer experiences.

When did Microsoft buy Nuance? ›

Microsoft completed its $19.7 billion acquisition of voice technology company Nuance Communications on Friday morning, two days after clearing their final regulatory hurdle. Nuance and Microsoft announced the acquisition agreement 11 months ago, in April 2021. It was originally expected to close by the end of 2021.

What is Nuance server? ›

The Nuance Speech Server (NSS) is a Media Resource Control Protocol (MRCP)-based speech resource that provides a standard protocol interface to a network speech engine (recognizer and synthesizer).

How does voice authentication work? ›

To verify an enrolled person's identity, the biometric voice recognition system captures a new speech sample, creates a template from the sample, and compares it against the enrollment template. A strong match between templates indicates that the same person spoke both samples, thus verifying the person's identity.

What is an example of nuance? ›

A minor distinction. The definition of a nuance is a subtle difference. An example of nuance is the difference between light lime green and lime green.

What is nuance in language? ›

So what does it mean? Nuance is a noun, and according to the dictionary, it means “a subtle difference in or shade of meaning, expression, or sound.” You might hear us say something like “We want to add more nuance to your English.”

What word is a synonym of nuanced? ›

distinction, gradation, hint, implication, nicety, refinement, subtlety, dash, degree, shade, shadow, suggestion, suspicion, tinge, touch, trace, soupçon.

What is Cisco IVR? ›

Cisco Unified IP Interactive Voice Response (IP IVR) is designed to enhance the efficiency of your organization. It simplifies business process integration, increases flexibility, and improves efficiency in network hosting.

Does Avaya have IVR? ›

The Avaya Experience Portal product is an Interactive Voice Response (IVR) product, so the terms Experience Portal and IVR are often used interchangeably.

What is a self-service IVR? ›

Self-service Interactive Voice Response (IVR) is a speech recognition, artificial intelligence telephony system that helps identify, segment, and route callers to the correct agents.

Videos

1. Nuance IVR to Digital
(Nuance Communications, Inc.)
2. Nuance IVR to Digital Demonstration
(Nuance Communications, Inc.)
3. Nuance Mix - UK English
(Nuance Communications, Inc.)
4. Conversational IVR from Nuance
(Nuance Communications, Inc.)
5. Nuance Conversational AI
(Nuance Communications, Inc.)
6. Nuance Cloud IVR
(Nuance Communications, Inc.)

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