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Speak Easy: Majority of Consumers Want Mobile Personal Assistants and Apps That Can Adapt and Converse

New Research Shows 83% of Consumers Prefer Conversation over Simple Commands

NEW YORK CITY – SPEECHTEK – August 20, 2013 – Nuance Communications today shared results of a recent survey that explored consumer preferences related to engaging with personal assistants and apps via their mobile devices. The findings revealed that most consumers prefer having the option of a conversation with their personal assistants and apps, and an overwhelming majority say that a positive experience with a company’s mobile app will make them more likely to continue doing business with the company.

Key findings from the survey include the following:

  • 75% of consumers today feel that they are forced to adapt to technology, as opposed to the technology adapting to them
  • 83% of consumers said that they would prefer the option of a conversational dialogue with their personal assistant on their mobile device
  • 86% of people use a mobile app to engage with a company or service provider
  • 90% of consumers say that a positive experience with a company’s mobile app makes them more likely to continue doing business with them

“The consumer voices came through loud and clear in this survey: it’s time for more convenient, natural, conversational capabilities when it comes to mobile apps and personal assistants,” said Robert Weideman, executive vice president and general manager, Enterprise, Nuance. “People will engage more often and deeply with a business that can deliver a more natural, personalized experience, and businesses that fail to acknowledge this run the risk of becoming irrelevant amidst unprecedented competition for brand allegiance. To the benefit of business and consumer alike, Nuance is reinventing customer service by delivering these innovative, engaging experiences around the world.”

Nuance has introduced key innovations in conversational mobile customer service experiences with Nina. Nina was introduced in August 2012 as one of the first solutions to bring speech-based virtual assistant capabilities to mobile customer service apps. Since that time, leading brands such as USAA have chosen Nina to significantly enhance the experience of their mobile apps, using human-like spoken interactions to make it easy to get information, make purchases or check on transactions. In addition, Nina has expanded to include support for close to 40 languages, and has also garnered a number of significant awards, such as the Supplier Recognition Innovation Award from USAA, and the Frost & Sullivan Customer Value Enhancement Award for Mobility Applications, for successes in customer service. Nuance continues to make significant investments in Nina, including introducing new functionality such as valuable tools for quicker deployment, and additional dictation capabilities, both available now from Nuance.

More information regarding this recent survey, as well as details regarding a related survey on consumer preferences for customer self-service, can be found on Nuance’s Customer Experts blog.

FOR MEDIA: Nuance will be participating in SpeechTEK, taking place August 19-21 at the Marriott Marquis in New York’s Times Square. To schedule an appointment for an interview, please contact Medha Paliwal or Lora Friedrichsen (GRC for Nuance) at 949-608-0276 or

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


Trademark reference: Nuance and the Nuance logo are trademarks, registered trademarks or brands of Nuance Communications, Inc. or its subsidiaries in the United States of America and other countries. All other companies or product names are the property of the respective owners.

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