by Angela Guess

According to a new press release, “Nuance Communications, Inc. today announced Social Media Engagement, an expansion to its Digital Engagement Platform, that allows brands to engage with consumers directly on social channels using the same platform that is powering their traditional customer care programs. The new capability utilizes artificial intelligence to listen to consumer conversations on social networks and intelligently interact with them in context through messages, posts, and comments.”

The release continues, “Across the globe, consumers stay in contact, track breaking news, livestream events, seek customer service, and more, all through their social networks. Social media usage continues to grow in terms of reach, networks, and frequency, in fact, 2.8 billion people were using social networks at the end of 2016 – 21% more than in 2015. According to Forrester Research (“Mine The Emotions Behind Your Consumers’ Social Media Behaviors,” September 26, 2017) social media allows brands to build awareness while also forging closer consumer relationships across channels and in new contexts; therefore, businesses need to follow-suit by developing cross-channel approaches for consumer interactions that includes social platforms.”

Read more at Nasdaq.

Photo credit: Nuance Communications