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DISCOVERnew ways

to think

about AI

and technology

SEEnew technology

that can

transform

your business

LEARNfrom your peers

on how they

benefit from

innovations

UNLOCKthe potential of AI

and create new

business

opportunities

Welcome!Welcome to Nuance IQ

The best ideas, insights and innovations in AI & intelligent customer engagement.

© 2020 Nuance Communications, Inc. Al l rights reserved.

The New Blueprint for Digital Customer Engagement

Featuring

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Kate Leggett

VP and Principal Analyst

Forrester Research

Our experts

Seb Reeve

Director, Intelligent Engagement

Nuance

Josefine Fouarge

Senior Principal Solutions

Marketing Manager

Nuance

4© 2020 Forrester. Reproduction Prohibited.

Customer expectations have changed

The expectation that

any desired information

or service is available

on any device,

at a person’s moment of need.

5

Improving the digital

customer experience is

the top business

priority in 2020

Source: Forrester Analytics Global Business Technographics Priorities and Journey Survey, 2019

6

In 20 out of 21

industries, emotion

was the largest

contributor to CX

– and loyalty

Industries in which emotion dominates

Emotion Other

7© 2020 Forrester. Reproduction Prohibited.

All tasks that can be automated should beThe AI value chain for customer service

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The new blueprint for digital customer engagement

3. Blend AI & agents

1. Understand the customer journey

2. Design for conversations

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Understand what’s happening during your customers’ journey

10

Key challenges

include silos of teams

and technology…

and creating a

business case

11

Digital customer

engagement success

requires discipline

in all dimensions

• Conversations to automate

• KPIs to measure

• Data

• Dialogs

• Personalization

• Chatbot vendor

• Embedded AI

• Upskilling / training

• Workforce management

© 2020 Nuance Communications, Inc. All rights reserved. 12

Create channel-less experiences

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Transformation never ends

Customer: since 2008; started with IVR (now handling 6.6M calls/

month); deployed VA globally and sends alerts via SMS

Goal: Reduce call volume

Project: Analyze call data and find use cases to simplify or automate

© 2020 Nuance Communications, Inc. All rights reserved. 14

Transformation never ends

Customer: since 2008; started with IVR (now handling 6.6M calls/

month); deployed VA globally and sends alerts via SMS

Goal: Reduce call volume

Project: Analyze call data and find use cases to simplify or automate

Where’s my order???

~500kcalls/ week transfer

to call centers

That’s

~30%of all IVR calls

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Customer journey transformationSep 8

3:10 PM

• Mr. Smith

orders online

• Receives

email

confirmation

Sep 10

9:30 AM

• He gets an SMS:

There is an issue with

the order. Please call

1-800…

• He’s at work and

can’t call.

Sep 10

5:44 PM

• He calls the IVR

and asks for an

agent.

• He can’t find his

order number.

Sep 10

5:45 PM

• He talks to a rep,

who updates

delivery information.

• He calls the IVR

and confirms his

order number.

• And updates

delivery

information.

• He gets an SMS:

There is an issue with

the order.

• And updates delivery

information.

© 2020 Nuance Communications, Inc. All rights reserved. 16

Design for conversations

17© 2020 Forrester. Reproduction Prohibited.

Deploy chatbots in three different ways

Customer facing VAAssociate-facing VA

VAs and associates working together

18

Design interactions that

seamlessly flow between

agents and bots

19© 2020 Forrester. Reproduction Prohibited.

Measure success using customer centric measures

Outside-In Perspective

Productivity/efficiency

• Focus time

• Speed of answer

Customer satisfaction/NPS

Customer retention

Increased revenue and company profitability

© 2020 Nuance Communications, Inc. All rights reserved. 20

“The fact that we all

regularly converse

doesn’t automatically

make us good at

designing

conversational

interactions.”- Erika Hall

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Data

Design

Technology

© 2020 Nuance Communications, Inc. All rights reserved. 21

© 2020 Nuance Communications, Inc. All rights reserved. 22

TELUS CommunicationsBuild an integrated, reliable & scalable contact center platform which encompasses all channels

and journeys with “smart” flows during key moments of truth for customers.

© 2020 Nuance Communications, Inc. All rights reserved. 23

Blend AI & agents

24© 2020 Forrester. Reproduction Prohibited.

Understand the strengths of chatbots vs agents

2525© 2018 FORRESTER. REPRODUCTION PROHIBITED.

Create a bot by leveraging insights from great

customer conversations

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AI empowering agents

Agent assistance Agent training

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Intense competitiveand profitability

environment

Customer demandsfor convenience,speed & accuracy

Superior customer

experience drives

loyalty

Increase

revenue

Reduce churn

Reduce costs

Automate

security, privacy

& reduce fraud

AI-Powered Engagement

Automated andHuman Assisted

Eve

r-in

cre

as

ing

Dig

ital

an

d V

oic

e c

ha

nn

els

Phone

C

Smart TV

Messaging

Mobile

IOT

Intelligent engagement powered by AI

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Summary

3. Blend AI & agents

1. Understand the customer journey

2. Design for conversations

© 2020 Nuance Communications, Inc. All rights reserved. 29

Comic reliefSigns of intelligence

© 2020 Nuance Communications, Inc. All rights reserved. 30

© 2014 Forrester Research, Inc. Reproduction Prohibited 30

Q&A© 2020 Nuance Communications, Inc. All rights reserved. 30

Kate Leggett

VP and Principal Analyst

Forrester Research

Seb Reeve

Director, Intelligent Engagement

Nuance

Josefine Fouarge

Senior Principal Solutions

Marketing Manager

Nuance

© 2020 Nuance Communications, Inc. All rights reserved. 31

More from Nuance IQ

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Thank You

Get in touch: CXexperts@nuance.com