Welcome to Our Webinar! The Reboot of Voice · The Reboot of Voice: Transform Customer Engagement...

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Welcome to Our Webinar!

The Reboot of Voice:Transform Customer Engagementin the IVR and Beyond

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© 2018 Nuance Communications, Inc. All rights reserved. 2

FeaturedSpeakers

Art Schoeller

Vice President and

Principal Analyst

Forrester Research

Rachel Ashby

Senior Principal Product

Marketing Manager

Nuance Communications

@NuanceEnt

3© 2018 FORRESTER. REPRODUCTION PROHIBITED.

Voice is everywhere


AMC Theaters. Welcome back Dan! How

can I help you today?

What time is Civil War playing

at AMC Mercado?

The next showing of Captain America Civil War at

AMC Mercado, in San Jose, California, is at 8:10pm.

Are there other

shows after that?

There are two additional showings today, at

10:10pm and 11:30pm. Do you want me to look

for show times at nearby AMC Theaters?

No, but I’d like to buy 4

tickets for the 10:10 show.

You’d like 4 adult tickets?

Yup

All set! I’ve booked 4 adult tickets for the 10:10 showing of Captain

America Civil War at AMC Mercado. Tickets will be held for pickup

at the theater. You now have a balance of 12,400 AMC Stub Reward

Points. Enjoy the movie!

What’s the weather

today in Boston?

It is 75 degrees and sunny

today with a chance of a

thunderstorm this

afternoon.

Great!

From voice commands to conversation


Leading brands use voice to drive customer loyalty

“We’re actually

experimenting

with ways to get

more people to

call because it’s

such a valuable

marketing and

brand builder

for us.”

Tony Hsieh, Zappos


In the next 12 months, where will your organization place the most strategic importance and investment?

• Digital transformation

• Virtual assistants and live chat

• IVR modernization

• Outbound proactive engagement

• Voice biometrics

• Customer interaction analytics


3. Do-It-Yourself (DIY) solutions to speed time-to-market,

increase flexibility and reduce costs

4. Reuse and consistency across voice and digital channels

1. Integration of AI technologies to deliver stellar experiences

4 key drivers for better voice experiences

2. The cloud to increase customer service agility

Innovating to address emerging needs


AIIntegration of AI technologies to deliver stellar experiences


AI value chain for customer service

Forrester Report: How AI Will Transform Customer Service (June 16, 2017)

9

AI


Cloud delivers customer service agility Cloud

− Access to new functionality

− Future proofs our technology infrastructure

− Improved flexibility

− Pay for only what is used

− Reduced costs

− Provides access to single, integrated

customer platform

− Easier integration and

customization

− Improves speed-to-market

− Improved technology uptime

− Better reliability

− Ability to test new ideas quickly

(establish proof of concept/ROI, etc.)


DIYDo-It-Yourself (DIY)Solutions to speed time-to-market, increase flexibility and reduce costs

Faster turnaround

time – don’t want to

wait for a vendor

Cost saving – do

more themselves

Empowerment for

their employees

Fortune 500

companies’ use of

the cloud, APIs,

and open source

DIY tools for

voice recognition


Do you have

the resources?

Can you do it

more cheaply?

Will it

differentiate

your brand?

DIYKey DIY considerations


Alexa CortanaWhatsApp SiriIVR Mobile App Website FBMMobile Web

Business rules and application logic (channel orchestration, customer treatment, next best action)

Conversational (natural language, dialog flow, speech-to-text, machine learning)

Data sciences (Intent determination, context, interaction history, machine learning)

Google SMS

Authentication (ID&V, biometrics)

Structured and unstructured data (web chat transcripts, chatbot transcripts, emails, call recordings)

Design and user experience

Reuse

Next

App development and optimization

Future proof: collaborate, reuse, evolveDesign once, deploy many



.



It’s time to rethink the IVR

Source: Dimension Data – 2017 Global Customer Experience Benchmarking Report


Meet Dave

Start with an

internet search

Where an agent used to be the first point of contact,

today it’s often a last resort.

When Dave has a

question, his first

stop is the internet.

If he can’t find the

answer he seeks,

that’s when he’ll

head to the

company website.

57% of inbound

customer service

calls come from

customers who visit

the website first.

Once on the phone,

67% prefer

self-service over

speaking with a

representative.

It’s only if Dave

feels he won’t get

his answer quickly,

that he’ll “zero out”

to an agent.

A typical

consumer.

Visit company

website

Call the

company

Utilize

self-service

Speak to a

representative

(1) Harvard Business Review: http://hbr.org/2010/07/stop-trying-to-delight-your-customers

(2) Wakefield Research, 2014 – Consumer Preferences Survey

Yesterday’s IVR doesn’t work for today’s customers


http://hbr.org/2010/07/stop-trying-to-delight-your-customers


The evolution of voice engagement

Customers

want

Customers

get

Past Future

Modern Voice –

NLU everywhere

• NLU extended into tasks for open dialogue

• Seamless omni-channel support

• AI-driven conversations

• Enhanced prediction

and proactive engagement

• Ontology-based semantic modeling

• NLU streamlines call routing up-front

• Customer input-driven

• Optionally enhanced with rules-based

proactive notifications

Natural Language

Understanding

• Reactive/responsive

• Deep menu trees

• Lengthy task completion

due to serial nature of flow

Directed dialog

Touchtone


Meaning extraction & update of amount next Friday…$600

Open dialogue, multi-slot recognition…pay $500…Visa

Bill…Checking Account

Context shiftingcheck my balance

Life-like

TTS

Real-time trigger – cue promocancel

The future is here: The Modern Voice

TTS smoothness with dynamic content <currency> <acctType>

<billType> <date>


− Neural network based speech and NLU models

− Advanced dialogue engine for contextual, intelligent natural

dialogue

− Human-like text-to-speech

− Integrated, easy-to-use tools for multi-channel applications

− Natural language understanding starter packs to speed time-to-

market and improve accuracy

− Feedback loop to enable learning-based optimization

− Enhanced reporting and analytics for real-time visibility into KPIs

Advances deliver cutting-edge innovation



The Modern Voice experience

Personalized

Tailors the

interaction based

on what is known

about the user

Consistent

Creates a seamless

experience

across channels

and time

Predicts why a

customer calls and

offers proactive

assistance, providing

information and

enabling action

PredictiveConversational

Engages the user

in an intelligent

conversation to

accomplish the task

Understands

what was said,

by whom, and

what it means

Intuitive


Voice beyond the IVR


As you consider modernizing your IVR, what is your top priority?

• Improve the experience with a more conversational flow

• Personalize the experience and be contextually aware of

caller history

• Improve authentication

• Proactively anticipate customer needs with channel-of-choice

outreach

• Create a seamless experience between digital and mobile

channels

• No plans for IVR improvement this year


Building the business case

Cross-Functional

Teams At Lloyds

Banking Group Are

Aligned Around

Customer Journeys

Case Study: Lloyds Banking

Group’s Journey-Focused

Transformation


Getting started

Benchmark your current IVR experience

from start to finish

Evaluate your IVR’s current state relative to

your other customer service channels

Create a roadmap for implementing

solutions based on your business objectives


AI-powered omni-channel customer engagement

Omni-Channel Analytics, Speech Analytics, Machine Learning/AI

Voice

Call Steering

Conversational IVR

Automatic Speech

Recognition

Text-to-Speech

Outbound

Patient Engagement

Inform and Remind

Collections Automation

Message On-Demand

Security

Public Safety

Identification &

Verification

Fraud Detection

Multi-Modal Biometrics

Digital

Virtual Assistance+ Learning loop

+ Secure authentication

+ Rich content

Live Assistance+ Collaborative browsing

+ Rich content

+ Guides and surveys


© 2014 Forrester Research, Inc. Reproduction Prohibited 26

Q&A

Speakers:

Art Schoeller

Vice President and

Principal Analyst

Forrester Research

Rachel Ashby

Senior Principal Product

Marketing Manager

Nuance Communications



© 2014 Forrester Research, Inc. Reproduction Prohibited 27

Thank you!

Reach out for more information:

[email protected]

or contact Nuance Sales

Webinar

The Reboot of Voice:

Transform Customer Engagement

in the IVR and Beyond


Welcome to Our Webinar! The Reboot of Voice · The Reboot of Voice: Transform Customer Engagement...

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