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Nuance’s Nina Drives First Intelligent Virtual Assistant in the UK Insurance Market

LV= Empowering Brokers Through Intelligent Virtual Assistant, to Answer Complex Questions, Access Documentation, and Receive the Right Information Quickly and Easily

BURLINGTON, Mass. – June 24, 2015 – Nuance Communications, Inc. today announced that LV= is leveraging Nuance’s Nina, the intelligent multichannel virtual assistant, to deliver a more personalized and effortless customer experience. LV=’s virtual assistant, aLVin, draws on Nuance’s powerful natural language understanding (NLU) and conversational capabilities to offer an enhanced experience to brokers.

LV=’s Broker division wanted to be able to deliver important information conveniently to brokers 24/7. Through a text-based conversational engagement that leverages natural language understanding (NLU) and cognitive capabilities from Nuance, the new virtual assistant, aLVin, can understand intent by engaging with brokers to quickly get them to the information that they need. Brokers can now simply ask aLVin for what they need, around the clock. The intelligent virtual assistant was built with extensive knowledge of LV=Broker’s products, allowing brokers to self-serve to receive assistance on a wide range of tasks like asking questions and uploading or downloading information easily.

The new virtual assistant from LV= is also fully integrated with the company’s live chat service, delivering a seamless handover to human support when and if required. Looking ahead, the service could expand to include more collaborative artificial intelligence cooperation between the virtual assistant and the human support agents. This will increase the number of transactional tasks that aLVin can assist with, meaning consultants can concentrate on more complex queries more readily.

“We understood that brokers were interested in receiving information quickly and easily at all times of the day, but the amount of information that they needed to sift through was far too daunting,” said Kevin Gill, Operations Director at LV= Broker. “By adding a layer of intelligence with aLVin, we can automate and expedite the experience for our brokers, allowing them to self-serve through the digital channel, 24 hour a day, seven days a week, to complete tasks easily and efficiently.”

“LV= Broker’s adoption of Nina sets them apart as a clear innovator in the market,” said Robert Weideman, executive vice president and general manager, Enterprise Division, Nuance. “With Nina’s intelligence, natural language and conversational capabilities within aLVin, it’s easier for the brokers to find information and resolve questions. It also offers a more compelling, conversational and human-like experience.”

Nina leverages Nuance’s unparalleled technology leadership and expertise in voice, natural language understanding, conversational dialogue and advanced resolution techniques, to deliver a compelling, multi-channel, automated customer service experience for the consumer and the enterprise. Nina is available now directly from Nuance in 43 spoken and 13 text languages. For more information about Nina, and to see Nina in action, go here.

The virtual assistant technology at LV= Broker is currently being piloted with plans to roll out to other products and a wider range of broker partners over the rest of the year.

About Nuance Communications, Inc.

Nuance Communications, Inc. is a leading provider of voice and language solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with devices and systems. Every day, millions of users and thousands of businesses experience Nuance’s proven applications. For more information, please visit: www.nuance.com.

Nuance and the Nuance logo are trademarks or registered trademarks of Nuance Communications, Inc. or its subsidiaries in the United States of America and/or other countries. All other company names or product names may be the trademarks of their respective owners.

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