TouchCommerce has launched TouchAssist, a customer engagement solution designed to enable brands to offer intelligent automated conversations via a “smart” virtual assistant. TouchAssist leverages Natural Language Understanding (NLU) technology from Nuance Communications, which acquired TouchCommerce for $215 million in July 2016.
Using TouchAssist, brands and consumers can have conversational, text-based interactions through a blend of automated and live assistance tools, intertwined within a single web or mobile web interface. With the new offering, consumers can escalate from virtual assistant to live agent while maintaining the context of the conversation.
This experience is designed to go beyond the traditional use cases of virtual assistants and live chat, with TouchCommerce basing the platform on four dimensions:
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Upstream targeting;
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Seamless user interface;
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Unified voice of customer; and
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Embedded analytics.
With Nuance’s NLU technology at its core, TouchAssist is designed to be enterprise-ready, PCI-compliant and fluent in more than 20 languages. The platform also integrates with the TouchCommerce RightTouch technology and targeting engine, enabling brands to offer conversational dialogue with the virtual assistant, while also helping to present the right digital interaction to the right visitor at the right time.
