Nuance Nina

Nuance Nina, now integrated into the Microsoft Digital Contact Center Platform following Microsoft's acquisition of Nuance, represents a sophisticated technical orchestration of Natural Language Understanding (NLU), Automated Speech Recognition (ASR), and Text-to-Speech (TTS). By 2026, Nina has evolved into a 'Generative Orchestrator,' blending traditional intent-based models with Large Language Model (LLM) capabilities to provide high-accuracy, low-hallucination responses for regulated industries like finance and healthcare. The architecture is designed for omnichannel continuity, allowing a user to start a conversation via voice on an IVR and resume the same context via a mobile app or web chat. It utilizes Nuance Mix, a professional-grade tooling suite for creating and maintaining complex dialog flows. Key to its 2026 market position is its native integration with Nuance Gatekeeper, which uses voice biometrics and behavioral patterns to authenticate users silently in the background, making it a leader in secure, frictionless customer service automation.