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General Magic, Ask Jeeves, and Nuance Team Up to Revolutionize Voice-Enabled Customer Service

Strategic Insights

— 2 min read

A groundbreaking partnership between General Magic, Ask Jeeves, and Nuance is set to transform the way companies interact with their customers. The three industry leaders are joining forces to bring conversational, natural language voice applications to Fortune 1000 corporations. This innovative solution will enable businesses to provide quick and accurate answers to customer inquiries via telephone, leveraging General Magic's magicTalk platform, Ask Jeeves' natural language e-commerce and e-support services, and Nuance's speech recognition technologies.

Key Takeaways:

  • The partnership will create a voice user interface that seamlessly integrates Ask Jeeves' natural language e-commerce and e-support services with Nuance's speech recognition technologies.
  • The joint solution will enable companies to provide quick and accurate answers to customer inquiries via telephone, eliminating the need for customers to rely on computers or spend long periods on hold.
  • General Magic will host the business solutions in their 24/7 Network Operations Center, allowing businesses to quickly deploy voice applications.
  • The partnership is expected to create a powerful solution, helping businesses gain a competitive advantage by making important information available through conversational, voice-enabled systems.
  • The new applications will allow businesses to offer their Customer Relationship Management (CRM) services via voice to over 125 million consumers who already have access to cell or LAN phones.
  • Steve Markman, Chairman, CEO, and President of General Magic, stated that the partnership validates General Magic's position as a technology innovator and leader in developing and hosting voice applications.
  • Rob Wrubel, CEO of Ask Jeeves, noted that the partnership will allow Ask Jeeves to recreate the Jeeves experience over the phone, lending a personalized, branded experience to voice-driven customer service.

Statistics:

  • Over 125 corporate customers currently use Ask Jeeves Business Solutions, which now include access to accurate and relevant information about a company's products and services via telephone.
  • The partnership aims to make voice-enabled customer service available to over 125 million consumers who already have access to cell or LAN phones.
  • General Magic's magicTalk platform is used in award-winning voice applications that combine language, personality, and logic, creating a natural conversation between people and information.
  • The joint solution is expected to create a powerful competitive advantage for businesses, making important information available through conversational, voice-enabled systems.
  • Nuance's voice interface software platform supports solutions in multiple languages around the world and has been used by companies such as American Airlines, Charles Schwab, and The Home Shopping Network.

Sources:

  • BUSINESS WIRE
  • General Magic's press release dated November 6, 2000
  • Ask Jeeves' press release dated November 6, 2000
  • Nuance's press release dated November 6, 2000

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