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Nuance IQ
Innovation Quarterly Magazine
Summer 2019
Contact Center
Transformation WHAT IT TAKES TO “GET IT RIGHT”
INSIDE:
On the transformation
frontlines
The art and science of
conversational design
Jetstar takes CX to new heights
Yep, there’s an API for that
Summer 2019
In this issue
Catching the innovation
wave @Nuance p3
Issue spotlight
The transformation
imperative. p4
Inside innovation
The art and science of
conversational design. p6
On the frontlines
On the transformation
frontlines. p8
Innovation heroes
Jetstar. p10
Large UK Retailer. p11
Solution showcase
Advanced voice
technology? There’s an
API for that. p12
Welcome Expert insights and
upcoming events
Welcome back to Nuance Innovation Quarterly. I’m especially Analysts speak out –
excited to introduce this quarter’s theme, as it gets to the heart Nuance leading the pack.
of something that’s incredibly important to every brand: contact p14
center transformation. Blogs to read and places
to visit. p15
In this issue, we’re looking at why transformation is so
important for contact centers to continue to deliver business Comic relief
value as customer expectations evolve. We have a great lineup Signs of Intelligence. p16
of experts sharing their experiences and advice on how to plan
and execute successful transformations.
From the art of conversational design to the growing role of
APIs, we’ve got it covered. And—for extra inspiration—we have
some fascinating transformation stories from companies that
are leading the way.
All that, plus a roundup of the latest analyst reports and a
sneak peek at the latest technology innovations coming to
a contact center near you soon. (And of course, we have
the return of our soon-to-be-legendary comic strip, Signs of
Intelligence…)
Happy reading!
George Skaff, VP, WW Marketing, Nuance Enterprise
Nuance IQ
Innovation Quarterly Magazine P.S. If you missed our inaugural issue, you can find it right here.
Or reach out to us at cxexperts@nuance.com if you have any
questions.
INNOVATION 3
Catching the
innovation
wave Innovation is at our
core. Check out what
@Nuance we’re delivering to
drive better business
outcomes and more
intelligent customer
engagements.
Nuance Agent Coach Dragon TV Lightning Engine
Nuance Agent Coach is Since 2011, Dragon TV has The Nuance Lightning Engine
a beta Agent AI feature been enabling TV service combines voice biometrics
that’s designed to make providers to offer viewers and Natural Language
live agents’ working lives voice-enabled search and Understanding (NLU) to
easier and improve the navigation of channels and almost instantly understand
standard of service they’re content. Now, we’ve taken who is talking and what
delivering to customers. It things a step further, by they want from a single
uses experience, insight, embedding the latest Nuance utterance. This combination of
and AI to provide detailed AI technologies into Dragon Nuance technologies allows
on-screen support during TV, enabling personalized the engine to authenticate
live conversations and content delivery, smart-home customers in as little as half
help agents become more integration, secure account- a second, with no need for
proactive, productive, and related transactions, and a a passphrase. Customers
effective. whole lot more. simply speak naturally and the
engine validates their identity
It’s on-the-job training With the new-look Dragon and immediately begins
for agents, designed TV, providers can turn the delivering a personalized
to offer real-time script TV into a new customer interaction.
prompts, reminders and service channel and increase
recommendations that are customer usage, satisfaction, Many organizations
tailored to the customer and loyalty. But that’s just the have already deployed
and the conversation. start of what’s possible. In Lightning Engine for passive
Agent Coach can help the future, these innovations identification in the IVR, using
reduce waiting times, boost will enable the next era of the combination of near-
resolutions and conversions, customer engagement, instant authentication and
and ensure every agent is even enabling authorized intent recognition to offer their
delivering a consistent brand household members to easily customers more effective,
experience. and securely make purchases enjoyable, and natural
from advertisers just by talking engagements.
Discover Agent Coach to their TV.
Discover Lightning Engine
Discover Dragon TV
4 ISSUE SPOTLIGHT
THE
transformation imperative
Right now, contact centers find themselves staring into a
widening customer experience credibility gap.
By Tony Lorentzen
GM & SVP, Intelligent Engagement, Nuance Enterprise
A
recent study by Frost & Sullivan with your brand. Customers don’t view experienced increased revenue as a
revealed a startling disparity their interactions with your business as result of transforming.1
between customers’ perceptions multiple experiences; they see them as
of the experiences they receive one experience, and they expect them to It’s an evolution, but it’s still
and companies’ perceptions of the feel seamless. revolutionary
experiences they deliver. Just 3% of Every contact center transformation
consumers said they’re never frustrated More than that, they expect you to know looks different; it all depends on where
with customer care, but 90% of contact who they are and what they want to you start. But wherever you start
center managers say their agents are accomplish (without having to repeat from, it’s an evolution. It’s an ongoing
doing a good job. it every time they transfer between series of optimizations and technology
channels or agents), so they get an deployments that, among other things,
It’s clear that brands are failing to effortless, personalized experience and a help increase agent utilization and
meet customers’ expectations—and fast resolution. performance, and improve the customer
transforming the contact center is now experience.
more urgent than ever. To increase customer retention and
lifetime value, contact centers need Whether it’s adding chat or a virtual
Contact center transformation to invest in continuous, customer- assistant to a traditional call center, or
isn’t optional centric digital transformation. And implementing omni-channel predictive
Customers expect more than they’re these initiatives can have a significant conversational experiences, all digital
currently getting. They’re not willing impact—on the customer experience transformations are major undertakings.
to tolerate the frustrating, disjointed and on your bottom line. Just ask But there are a few success factors they
experiences of the past—they want the 91.6% of companies that saw an all have in common.
connected, intelligent experiences, increase in customer loyalty after a
regardless of how they choose to engage digital transformation. Or the 84.4% that 1
The Evolution of Customer Experience: A Look Ahead to
2020, Dimension Data, 2018
ISSUE SPOTLIGHT 5
How to do it right 2: Get leadership support and
business alignment
always feel cared for by the agent.
And only four out of 10 always feel as
Transformation isn’t just a short-term though the agent is listening to them.
1: Understand what you want investment; it’s a long-term mindset.
to achieve It’s essential to have leadership buy-in Analytics tools and AI technologies can
Before you start looking at tech from the start. It helps ensure those help by enabling you to identify best
solutions, you need to identify short-term investments are made, practices and training opportunities.
the specific part of the customer and it’s essential for driving what can More advanced contact centers even
experience gap that you want to be major cultural shifts toward great use AI-powered analytics to give
bridge. customer-centricity, cross-functional managers real-time insight into agent
collaboration, and increased risk- performance and compliance, script
That means assessing the current taking. adherence, and customer satisfaction,
state of your customer experience to so they can provide highly targeted
understand why customers contact Communication and alignment coaching wherever it’s needed.
your business, what they expect between the business, contact center
from those engagements, and where operations, and IT are also vital. Automating performance monitoring
they’re experiencing the biggest Everyone always needs to be on the means that, instead of manually
frustrations. It also means analyzing same page and frontline staff must be listening to a handful of calls for each
agent performance and behavior, as trained and ready when new systems agent each month, you can identify
well as underlying business processes, and initiatives go live. previously unseen trends, issues, and
to reveal the best opportunities to training opportunities by assessing
optimize, innovate, and transform. You’ll also need to plan for the ongoing every call automatically. Aside from
governance of your transformation the agent performance optimization
And the results of your investigations program, appointing a group of senior benefits, the cost savings can be
might not always be what you’re leaders who are customer-focused huge—one company we worked with
expecting. For example, one company and willing to take calculated risks to had 500 people just listening to calls
we worked with thought that the enable innovation. Leadership buy-in and filling out scorecards. That’s a
reason it had such high agent-to- must extend beyond the launch of the compelling opportunity for automation.
agent transfer rates was poor agent program and continue into the future
compliance with its protocols. But with continuous communication of And speaking of automation, it’s
after analyzing thousands of call your plans, goals, and achievements at not just agents that require ongoing
transcripts it became clear that one of all levels of the business. oversight—it’s also important to
the biggest factors was actually that continually monitor, assess, and
customers were failing to authenticate 3: Plan for ongoing oversight and optimize your IVR and virtual assistant
in the IVR. That’s a simple, actionable continuous coaching (VA). Analyzing the factors behind VA-
insight into a major source of Continually optimizing agent to-agent transfers, for example, can
unnecessary costs and customer performance is a critical part of help you identify new opportunities to
frustration—and an easy target for contact center transformation. Of improve your self-service offering for
optimization. the consumers surveyed by Frost & specific customer journeys.
Sullivan, only three out of 10 said they
Start small, think big looking at your operations and asking It’s by finding the answers to those
It can be easy to become overwhelmed questions like: questions—and regularly analyzing your
by the enormous possibilities that digital progress—that you can deliver great
innovations offer for contact centers. – How can we be more effective in the experiences at the lowest cost to serve.
But whatever your own transformation most cost-effective way? And how will And that’s what will turn your contact
looks like, it’s important to take it in we measure our success? center from a cost of doing business into
bitesize pieces—fix one part of the – What new tools, processes, and an important profit driver.
customer experience and then grow your delivery mechanisms do we need to
capabilities from there. bridge the customer experience gap? Check out our recent webinar with
– Are we achieving the goals we set for guest Forrester Research “4 contact
And remember that transformation our transformation initiatives? center transformation pitfalls (and
never stops. It’s a continuous process – Do we need to adjust our approach or how to avoid them)”.
of optimization that involves constantly pivot to a new one?
6 INSIDE INNOVATION
What does it take to
design conversational
experiences that
customers love?
Eduardo Olvera,
Director of User
Experience in
Nuance’s Technology
Advancement Group
looks at the critical role of
conversational design— INSIDE INNOVATION:
and offers his advice on
how to get it right. The art and science of
conversational design
We need to talk about conversation customers get fast, effective, low-effort
Since the early days of the very first service, and companies get increased
contact centers, companies have customer engagement and satisfaction
spent millions adding more and Conversational design helps and lower contact center costs.
more engagement channels to make companies strengthen
accessing services more convenient for customer relationships by Conversational design doesn’t
their customers. But there’s something a providing interfaces that bring come easy
lot of companies are missing. Some people think that because they
value to both sides.
have conversations every day, they can
Customers don’t care about channels channels? Yes, with the right approach to design conversational interactions. But
They care about the problems they need conversational design, you can. that’s a bit like saying because you listen
to solve, or the transactions they need to thousands of hours of music on Spotify
to complete, so they’ll pick whichever Just what is conversational design? you can write an opera. Conversational
channel will help them get the job done To make sure we’re all on the same page, design is an art; it requires skill and
fast. But they still expect to engage with here’s a simple definition of what we experience to get it right.
one interconnected system, whichever mean by ‘conversational design’. It’s the
channel they choose. They want process of creating experiences that are: Sure, you can spin up a basic chatbot
one conversation with one company, in 10 minutes using some basic tech,
regardless of the interface. – Human-centric, social, and interactive but can you reliably predict what people
–G rounded in communication principles, will say when they interact with it? And
And that word ‘conversation’ is critical regardless of the mode of interaction can you recover quickly and gracefully
here. Conversation is the oldest, when you get an unexpected response?
most fundamental interface that we Properly designed conversational Designing natural two-way interactions is
humans have. It’s simple and natural, interfaces allow businesses to create simple, not easy.
and it requires minimal effort, which more human and intuitive interactions
makes conversational interfaces ideal and dramatically reduce customer effort. Then you need to think about all
for providing outstanding customer Conversational design helps companies those channels. How will you deploy
experiences. strengthen customer relationships by conversational experiences on web,
providing interfaces that bring value chatbots, smart speakers, and so on?
But can you really provide conversational to both sides. With more human While the business process behind the
experiences across all kinds of different interactions across more channels, scenes might be the same (like paying a
INSIDE INNOVATION 7
bill, for example), each channel enables allow you to look at your problem
that transaction in a different way, from a user-centric perspective and
creating a unique experience across help identify possible solutions. This
them, so you need to account for that in strategy will help guide the way you Tech should be the last piece
your conversational design. design, implement, and optimize that of the puzzle, not the first.
solution.
An outcome-based approach in digital traffic, but very often don’t see
It’s all too easy to get excited about 3. Find the technologies and any benefit across other channels. They
conversational AI tech (it is pretty services that enable those were different. The company understood
exciting, after all) and then look strategies it was not the technology but rather the
around for things to do with it. But a It’s only after identifying the problem solution, and knew this wasn’t a fire-
wiser approach is to think about the and the right conversational design and-forget exercise. The firm monitored
value first—for customers and for the strategy that you should even think and continuously improved the design
business—and the outcomes you want about technology. Tech should be the of the conversational interface to the
to achieve. last piece of the puzzle, not the first. point where, today, the experience is
so good that 2 million calls every month
Here’s how we do it with the companies Conversational design innovation are deflected from the call center to the
we work with. in action digital channel (on top of them adding
So, the theory sounds great, but what’s 10 million more new customers during
1. Identify the customer problem conversational design like in practice? the same time period, which traditionally
or goal Here’s a couple of examples. would’ve resulted in an estimated
Maybe customers are constantly increase of 1 million calls per month,
requesting agent support to get A well-known financial services firm that whereas here they saw the opposite
answers to simple questions, ramping we worked with used conversational effect!)
up your contact center costs. Or design to completely transform the
maybe they’re always having to chase economics of its contact center. It Here’s another great optimization story.
returns and your CSAT is plummeting. identified a problem with too many A major retailer wanted to have better
Whatever the case, the key thing is to customers having to access its contact conversations with its customers through
begin by identifying a real customer center for basic inquiries, and it selected a variety of channels, so it used the
problem that you want to solve; the Cooperation and Error Tolerance Context Awareness design strategy
that’s the key to driving adoption and design strategies as the foundation of its to build a conversational interface to
generating business value. solution. anticipate customer needs. The company
analyzed tons of customer data on past
2. Apply relevant conversational Next the firm collected a whole lot of purchases, recent orders, open claims,
design strategies data to see where customers were and more, and then made assumptions
With the problem identified, the next struggling with its existing processes, based on the pattern it identified.
step is to select the conversational then designed a conversational interface,
design strategy, or combination of which it deployed as a virtual assistant, Just one problem: the predictions the
strategies, that will help you solve to solve those problems. Others that tried conversational interface made were only
it. Think of them as “lenses” that this approach have seen a small increase right 35% of the time (which is typical
in the industry), so 65% of people had
to go through extra effort—it was really
doing more harm than good. So the
Conversational design strategies retailer decided to take things a step
further and introduced AI into the mix.
We helped it create machine learning
models trained on the same customer
Cooperation Goal-orientation Context awareness Speed and Clarity data that found previously unseen
Minimize user Both parties Respond and Be efficient and patterns.
effort achieve their goal behave appropriatley remove ambiguity
Today, the retailer’s conversational
interface can predict customer intent
Courtesy
in production with 80% accuracy,
Turn-based Honesty Error tolerance
Appropriate pace, Set expectations, Respect time, Anticipate errors streamlining conversations and
shared clarity build credibility be productive, and shift/recover immediately delivering value to
anticipate needs seamlessly customers—while saving the company
millions in contact center costs.8 FRONT LINE
Why is contact center
transformation so At the forefront of
transformation –
important? And what
does it really take
to get it right? We
spoke to two contact
center transformation
what does it take
veterans to find out.
to get it right?
David Potter With more than 20 years’
experience in contact center
the customer satisfaction and
loyalty gains will be significant.
happening. Lastly, it’s essential
to have alignment through
Director of Technical operations, David was And agents’ job satisfaction shared, customer-centric
Field Enablement, responsible for launching will increase, driving higher goals across the business,
Nuance Enterprise chat at AT&T back in 2000, retention rates and more from operations to IT, for any
helping the service grow informed, engaged agents transformation to succeed.
from four agents working out delivering even better service.
of a converted conference What does the future hold?
room to thousands of What’s the key to a The potential for AI and
agents today. Since joining successful transformation? analytics is huge, and the
Nuance in 2018, David has Remember it’s an evolution, ultimate goal will be to get to
been instrumental in helping not a revolution. Every a point where we can contain
ambitious organizations find transformation is unique and the end-to-end customer
powerful solutions that meet starts from a different place, experience for almost every
their unique needs. whether it’s implementing the interaction in digital channels.
company’s first ever virtual There should be no need for
Why transform? assistant or rolling out voice me, as a customer, to explain
Contact center transformation biometrics across multiple who I am and what I want to
is not optional—customers channels. Transformation is accomplish. The intelligence
demand it. Customers a journey, it never ends—you embedded in the systems
want to communicate with can never stop innovating and should do all that, offering
brands on their terms, in optimizing. a personalized, predictive
their preferred modality, experience from start to finish.
whenever it’s convenient for In my experience, there are
them. That means brands several factors that often In this new world, the skills
must build flexibility into get overlooked in the rush agents need will also evolve.
their operations to support a to transform. First, identify With automation resolving the
range of channels. By doing opportunities based on majority of simple contacts,
so, they can ensure that, available data. That will not brands will need to recruit
no matter how customers only help to develop your high-caliber agents capable of
engage with the company, business case but also to handling complex, high value,
they communicate with one secure leadership buy-in and sensitive conversations. And
brand, one voice, delivering willingness to invest in long- some of those agents will also
consistent experiences across term goals. Second, constant be tagging conversational
channels. communication is critical, so data to help optimize
that everyone from the CEO to the performance of said
If you can achieve this the agents on the frontline are intelligence.
always-on brand availability, on the same page with what’sON THE FRONT LINE 9
FRONT
LINES
Matt Ellis Matt has more than 10
years’ experience of working
contact center, too. Capturing
the voice of the customer
ongoing analysis, continuous
improvement and building a
Director of Professional with Nuance customers on with analytics can reveal team to support.
Services, Speech and contact center optimization opportunities to improve
Data Science, programs, using his expertise products and services—that’s What does the future hold?
Nuance Enterprise in speech analytics and data- very powerful. I see brands bringing more
driven automation to support channels onto the analytics
successful transformations. What’s the key to a platform. The potential of
Matt and his team embed successful transformation? digital transformation is
themselves in the business, The first thing is to have immense—these channels
using data to understand clearly defined use cases have been developed to
customer journeys, uncover for analytics. Know what service incremental customer
patterns and anomalies, and questions you want to ask, demand, but often they’re not
identify valuable optimization whether that’s ‘Why do I being monitored, measured,
opportunities. have so many agent-to-agent or optimized.
transfers?’ or ‘Which intents
Why transform? are most common in each We’ll also see more powerful
In too many organizations, channel?’ or whatever— prediction capabilities,
the customer journey is that will help define the with organizations training
broken. Customers are tired architecture of the analytics machine learning models
of the status quo of disjointed solution and program using data from speech
experiences, and digital- objectives. analytics to predict—in real
native companies are setting time—each customer’s intent,
a high bar for the standards As with any transformation their propensity to buy or
of customer care that people program, a well-executed likelihood of churn. And the
expect. change management plan most forward-thinking brands
is a must. But perhaps the will use data from speech
By using speech analytics most important thing is to analytics to train models
as part of a digital be realistic about the team and use them across the
transformation, brands can required. You’ll need a business.
identify inefficient processes team with business analyst
and target the best areas skills to create categories,
of the customer journey to analyze data, review findings
introduce automation, helping with business leads, and
them cut costs and improve leverage these findings to
customer outcomes. And execute the transformation.
the benefits go beyond the Brands also need to consider10 INNOVATION HEROES
Jetstar creates modern, intelligent
and unique customer experiences
with Nuance Virtual Assistant
Jetstar is committed to providing a modern experience to its growing customer “Calls to our call centers have
base. To adapt to the rising popularity of its virtual assistant, the airline updated its decreased as enquiries through
service to understand customers’ queries more contextually and serve customers Facebook Messenger become
more prevalent, and this is
seamlessly across its multiple platforms.
likely to continue now that our
virtual assistant has extended to
messaging.”
George Goucher, AI, Robotics and Emerging
Technology Performance Manager, Jetstar
Challenge Solution Results
As one of Asia Pacific’s fastest Deploying Nuance’s latest linguistic From November 2017 to June 2018,
growing airline brands, Jetstar fields engine technology, Jetstar’s virtual there were over 37,000 conversations
thousands of customer contacts assistant can now understand with the virtual assistant on Facebook
every day—with a 30% growth rate customer queries more contextually Messenger, assisting more than 8,000
in customer queries year-on-year. In and learn faster than ever. The number customers.
addition, whenever there are natural of customers being directed to agents
disasters or engine problems that and the live chat has been reduced, Unlike any other automated service
impact any of its services, the airline and more customers are being on Facebook Messenger, there is a
sees major spikes in contact center contained by the virtual assistant’s seamless integration between Jetstar’s
demand. ability to answer all their queries. virtual assistant and its agents. The
assistant resolves 33% of customer
With more customers than ever before And the airline didn’t stop there. As queries, allowing the social team to
interacting with its virtual assistant, more customers began using its get their response time down from 17
Jetstar knew its skill set needed to messaging services, Jetstar launched hours to less than a minute.
be expanded. The airline wanted its a Facebook Messenger service in New
virtual assistant to deliver a seamless Zealand, Australia, and Singapore With the continued success of its
omni-channel service and help reduce in November 2018. Integrating the virtual assistant, Jetstar is now looking
high call volumes in high-pressure virtual assistant, it’s now learning to combine it with software robotics
situations. new phrasing, delivering rich content, that will enable it to carry out even
and even using emojis during text more actions normally conducted by
conversations. agents.
The virtual assistant can retrieve View the full case study here.
customer bookings, resend itineraries,
and add baggage to books, to
deliver a truly personalized assistant
experience.INNOVATION HEROES 11
One of UK’s largest retailers transforms
digital customer engagement with
Nuance Virtual Assistant
A leading UK retailer enhanced its customer experience to support increased contact “We treat the virtual assistant just
volumes and free up agents’ time. Customers now get fast solutions to common like an agent. We train it, manage
problems, and agents get more time to spend on unique cases. its performance, and it works as
one of the team. We’re starting to
see a lot of value from that.”
Business Solutions Manager for Retail,
large UK retailer
Challenge Solution Results
As one of the UK’s largest retailers, After choosing Nuance as its partner, Since the retailer integrated the
this company gets thousands of the retailer was ready to embed VA into its website in September
visitors to its online store every day. Nuance Virtual Assistant into its live 2017, it has had more than 250,000
With an existing live chat solution in chat almost immediately. interactions—and 70% of issues have
place, customers were able to speak The digital team worked closely with been resolved without the need for
to live agents about any issues they Nuance to identify key questions human involvement.
were having during their shopping customers were asking. Once
experience. identified, the team used existing The service is currently live across five
transcripts from the retailer’s live chat customer journeys, and it’s triggered
But as contact volumes continued deployment to create decision trees when a customer experiences a
to rise, the digital team noticed that for certain scenarios. problem. And since its launch, the
many customers were experiencing service has saved over £2m of
similar problems—including incorrect Now, when a customer experiences online sales that the company might
promotional code entries, returns a promotional code issue, a chat overwise have lost.
and refund issues, and loyalty card window automatically appears and a
difficulties. The retailer knew it had an conversation with the virtual assistant Following the success of the virtual
opportunity to save its agents time, starts. And if the VA can’t solve the assistant, the retailer plans to extend
while still providing customers with customer’s problem, it can seamlessly it even further across the website, as
solutions to their problems. transfer them to a live agent. well as onto other platforms, including
Apple Business Chat, WhatsApp,
Facebook Messenger, and SMS.
View the full case study here.12 SOLUTION SHOWCASE Advanced voice technology? There’s an API for that. The humble application programming interface is making innovative technologies more accessible and flexible than ever. Rachel Ashby, Senior Principal Product Manager at Nuance, takes us on a tour of the world of API-enabled speech applications.
SOLUTION SHOWCASE 13
The API opportunity
With consumers increasingly interacting
with technology—and with brands—
using their voice, the demand for high-
quality speech applications is growing
fast. But it’s not just the quality of the
tech that’s important; it also needs
to be more accessible, usable, and
customizable.
The ability to customize advanced
speech technology is vital as brands look
to build natural customer experiences
that meet very specific business needs.
And that’s where APIs come in.
Application programming interfaces,
combined with containerized using advanced speech technology to
microservices architecture, connect enhance accessibility in its video game
disparate apps, letting organizations rent APIs make it easier for network
or subscribe to leading technologies – The TV service provider powering
organizations to innovate
rather than licensing them. That gives voice-enabled entertainment to help
brands the flexibility, choice, and control quickly and create voice-
viewers access relevant content quickly
to mix and match the right tech for their enabled experiences. and easily
use cases, and it helps them respond – The pharmacy chain installing voice-
to changing market conditions and problems is about more than just enabled kiosks in its branches to
customer demands much faster. In short, understanding words. It demands a deep serve customers faster (literally solving
APIs make it easier for organizations understanding of industry context, a customers’ headaches)
to innovate quickly and create voice- focus on concrete business outcomes, – The subway operator keeping
enabled experiences. and a thorough grasp of the art and passengers up to date with
science of conversational design. announcements delivered by text-to-
Powering contact center speech technology
innovation It’s that combination of industry – The film distributor using speech
knowledge, business outcome focus, tech to reduce the cost and effort of
API-enabled innovations take many
tools and design expertise that allows dubbing movies into other languages
forms, from adding Natural Language
us to work on some really exciting
Understanding (NLU) to an existing virtual
innovations with Nuance customers. The list goes on, and behind all these
assistant to combining enterprise-grade
By accessing our engines through innovations sit APIs (and a healthy dose
technologies into an AI platform.
APIs—and drawing on our tools—they’re of Nuance expertise, alongside some
creating amazing voice applications that pretty advanced conversational AI
Maybe you want to extend the
help them differentiate their experience, technologies).
capabilities and value of your IVR with
reduce customer effort and frustration,
an advanced transcription engine. Or
and stand out in crowded markets. Over to you
perhaps you need to modernize your
contact center by adding new speech- The potential of APIs to reduce the time,
Here’s just a small sample of some of my
powered capabilities. Whatever the case, cost, and effort of creating innovative
favorites:
APIs can make it much simpler and more voice-enabled experiences is clear. And
cost-effective to bring voice-enabled stay tuned for some big news coming
– The financial institution that wanted
customer experience innovations to life. soon about how we’re going to make it
a branded voice experience for their
even easier to innovate your customer
VA but want to integrate with existing
But it’s more than just APIs, of course. experience with conversational AI. For
investments
APIs are simply a way to access now, the only question remains: what
– The airline that modernized its IVR
incredibly powerful speech technology real-world outcomes could you achieve
from directed dialogue to NLU to create
engines—it’s what you do with with easier access to cutting-edge
a better caller experience
those engines that counts. Applying speech technologies and tools?
– The gaming console maker that’s
conversational AI to real business14 STORIES AND EVENTS
Analysts speak out –
Nuance leading the pack
The Forrester New Wave: Gartner Market Guide Opus Research’s
Conversational AI for for Virtual Customer Intelligent Authentication
Customer Service Assistants and Voice Biometrics
Intelliview
Evaluating the 14 providers of Representing 80% of the current
conversational AI that matter most market size, the Gartner Market Guide Comparing 13 leading vendors in
today, Forrester found that the Nuance compared the leading vendors in virtual authentication and voice biometrics, the
Intelligent Engagement Platform had the assistant technology. report named Nuance the “undisputed
strongest current offering. market share leader”.
Nuance was recognized for facilitating
Compared to the other vendors, “seamless connections between AI and As well as being commended for
the report revealed Nuance offers humans”, and “bringing intelligence to its “multi-faceted, layered security
differentiated artificial intelligence, voice everyday work and life”. The Nuance approach”, Nuance was noted for having
and speech, human/AI blending, omni- virtual assistant was recommended the most seamless integration with
channel, and security and authentication. for its ability to “understand, analyze IVR, contact center, web, mobile and
Forrester noted that Nuance enables and respond to human language to digital software infrastructure. Nuance’s
“mission-critical, enterprise-grade, increase productivity and amplify voice biometrics also had the highest
conversational AI”, and “[outstrips] its human intelligence”. authentication success rate and fraud
rivals with its tools for human agents”. prevention rate of all 13 vendors, and
customers reported better ROI using
Read the Forrester report Nuance over competing vendors.
Read the Opus report
®STORIES AND EVENTS 15
Expert insights Upcoming events
Check out some of our Visit us on the road.
recent blog posts. CA Digital Government Summit
September 9-10, Sacramento, CA
Consumers get ready to fight fraud with Conarec Conference Brazil
biometrics September 11, Sao Paulo, Brazil
1 in 4 people have fallen victim to fraud in the IBC
last twelve months—biometrics is on the rise to September 13-16, Amsterdam
change that. Aite Financial Crime Forum
Learn more. September 17, Charlotte, NC
Forum Banca
Analytics and Jeopardy: Changing the game October 1, Milan, Italy
Learn how powerful analytics tools can be the key TRMA
to success for effective and efficient customer October 1-2, Nashville, TN
engagements. Digitale Zukunft des Kundenservice 2019
October 7-8, Frankfurt, Germany
Learn more.
Opus C3 Conference
October 8, New York, NY
Getting our geek on for Geek Pride Day
Nuance’s army of geeks dig deep into the science ISMG Cybersecurity Summit
October 15, Lisbon, Portugal
of conversational design.
CFCA Fall 2019
Learn more. October 15-17, Tucson, AZ
Money 20/20
October 27-30, Las Vegas, NV
Strategietage CRM & Call Center
November 5-6, Bensberg, Germany
CCV Jahrestagung
November 14-15, Berlin, GermanySigns of Intelligence
About Nuance Communications, Inc.
Nuance Enterprise is reinventing the relationship between enterprises and consumers through customer engagement
solutions powered by artificial intelligence. We aim to be the market leading provider of intelligent self- and assisted-
service solutions delivered to large enterprises around the world. These solutions are differentiated by speech, voice
biometrics, virtual assistant, web chat and cognitive technologies; enabling cross-channel customer service for IVR,
mobile and web, Inbound and Outbound; and magnified by the design and development skill of a global professional
services team. We serve Fortune 2500 companies across the globe with a mix of direct and channel partner selling
models.
Copyright © 2019 Nuance Communications, Inc. All rights reserved. Nuance, and the Nuance logo, are trademarks and/or
registered trademarks, of Nuance Communications, Inc. or its affiliates in the United States and/or other countries. All other
brand and product names are trademarks or registered trademarks of their respective companies.
NUAN–CS–3862–01–M DIGITAL, Aug 21 2019You can also read
