The Reboot of Voice:

Transcription

1 Welcome to Our Webinar! The Reboot of Voice: Transform Customer Engagement in the IVR and Beyond Audio for the Webinar will be broadcast via dial-in phone access and through your computer speakers. To join using your phone (preferred method for audio), once logged in, select the phone icon at the bottom of the Participants area on the right side of your screen and an Audio Connection/dial-in option will provide you with a phone number, access code and attendee ID. If you would like to use your computer speakers, please accept the integrated voice conference when you log into WebEx or go to the Communicate tab at the top left of your screen and select Join Conference. You can opt to test your speakers, or simply close out of the panel. Once the panel is closed, you can select the headset symbol next to your name in the WebEx panel. For viewing on a mobile device WebEx recommendations are here Nuance Communications, Inc. All rights reserved.

2 Featured Speakers Art Schoeller Vice President and Principal Analyst Forrester Research Rachel Ashby Senior Principal Product Marketing Manager Nuance 2018 Nuance Communications, Inc. All rights reserved. 2

3 Voice is everywhere 2018 FORRESTER. REPRODUCTION PROHIBITED. 3

4 From voice commands to conversation AMC Theaters. Welcome back Dan! How can I help you today? What s the weather today in Boston? It is 75 degrees and sunny today with a chance of a thunderstorm this afternoon. Great! 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? You d like 4 adult tickets? No, but I d like to buy 4 tickets for the 10:10 show. 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! 2018 FORRESTER. REPRODUCTION PROHIBITED. 4

5 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 2018 FORRESTER. REPRODUCTION PROHIBITED. 5

6 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 2018 FORRESTER. REPRODUCTION PROHIBITED. 6

7 Innovating to address emerging needs 4 key drivers for better voice experiences 1. Integration of AI technologies to deliver stellar experiences 2. The cloud to increase customer service agility 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 2018 FORRESTER. REPRODUCTION PROHIBITED. 7

8 AI Integration of AI technologies to deliver stellar experiences 2018 FORRESTER. REPRODUCTION PROHIBITED. 8

9 AI AI value chain for customer service Forrester Report: How AI Will Transform Customer Service (June 16, 2017) 2018 FORRESTER. REPRODUCTION PROHIBITED. 9

10 Cloud Cloud delivers customer service agility 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.) 2018 FORRESTER. REPRODUCTION PROHIBITED. 10

11 DIY Do-It-Yourself (DIY) Solutions to speed time-to-market, increase flexibility and reduce costs Fortune 500 companies use of the cloud, APIs, and open source DIY tools for voice recognition Faster turnaround time don t want to wait for a vendor Cost saving do more themselves Empowerment for their employees 2018 FORRESTER. REPRODUCTION PROHIBITED. 11

12 DIY Key DIY considerations Do you have the resources? Can you do it more cheaply? Will it differentiate your brand? 2018 FORRESTER. REPRODUCTION PROHIBITED. 12

13 Reuse Future proof: collaborate, reuse, evolve Design once, deploy many App development and optimization IVR Mobile App Mobile Web Website FBM WhatsApp Alexa Cortana Siri Google SMS Next 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) Authentication (ID&V, biometrics) Structured and unstructured data (web chat transcripts, chatbot transcripts, s, call recordings) Design and user experience 2018 FORRESTER. REPRODUCTION PROHIBITED. 13

14 Nuance Communications, Inc. All rights reserved F ORREST ER. REPRODUCTION PROHIBITED F ORREST ER. REPRODUCTION PROHIBITED

15 It s time to rethink the IVR Source: Dimension Data 2017 Global Customer Experience Benchmarking Report 2018 Nuance Communications, Inc. All rights reserved. 15

16 Yesterday s IVR doesn t work for today s customers Start with an internet search Visit company website Call the company Utilize self-service Speak to a representative 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. Meet Dave A typical consumer. Where an agent used to be the first point of contact, today it s often a last resort. (1) Harvard Business Review: (2) Wakefield Research, 2014 Consumer Preferences Survey 2018 Nuance Communications, Inc. All rights reserved. 16

17 The evolution of voice engagement Customers want Customers get Touchtone Past Directed dialog Reactive/responsive Deep menu trees Lengthy task completion due to serial nature of flow Natural Language Understanding NLU streamlines call routing up-front Customer input-driven Optionally enhanced with rules-based proactive notifications 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 Future 2018 Nuance Communications, Inc. All rights reserved. 17

18 The future is here: The Modern Voice Life-like TTS pay $500 Visa Bill Checking Account next Friday $600 Open dialogue, multi-slot recognition Meaning extraction & update of amount check my balance Context shifting <currency> <accttype> <billtype> <date> TTS smoothness with dynamic content cancel Real-time trigger cue promo 2018 Nuance Communications, Inc. All rights reserved. 18

19 Advances deliver cutting-edge innovation 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-tomarket and improve accuracy Feedback loop to enable learning-based optimization Enhanced reporting and analytics for real-time visibility into KPIs 2018 Nuance Communications, Inc. All rights reserved. 19

20 The Modern Voice experience Intuitive Conversational Personalized Predictive Consistent Understands what was said, by whom, and what it means Engages the user in an intelligent conversation to accomplish the task Tailors the interaction based on what is known about the user Predicts why a customer calls and offers proactive assistance, providing information and enabling action Creates a seamless experience across channels and time 2018 Nuance Communications, Inc. All rights reserved. 20

21 Voice beyond the IVR 2018 Nuance Communications, Inc. All rights reserved. 21

22 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 2018 Nuance Communications, Inc. All rights reserved. 22

23 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 2018 FORRESTER. REPRODUCTION PROHIBITED. 23

24 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 2018 Nuance Communications, Inc. All rights reserved. 24

25 AI-powered omni-channel customer engagement Digital Voice Outbound Security Virtual Assistance + Learning loop + Secure authentication + Rich content Live Assistance + Collaborative browsing + Rich content + Guides and surveys Conversational IVR Automatic Speech Recognition Text-to-Speech Call Steering Inform and Remind Collections Automation Message On-Demand Patient Engagement Identification & Verification Fraud Detection Multi-Modal Biometrics Public Safety Omni-Channel Analytics, Speech Analytics, Machine Learning/AI 2018 Nuance Communications, Inc. All rights reserved. 25

26 Speakers: Art Schoeller Vice President and Principal Analyst Forrester Research Rachel Ashby Senior Principal Product Marketing Manager Nuance Communications Q&A 2018 Nuance Communications, Inc. All rights reserved Forrester Research, Inc. Reproduction Prohibited 26

27 Webinar The Reboot of Voice: Transform Customer Engagement in the IVR and Beyond Thank you! Reach out for more information: or contact Nuance Sales 2018 Nuance Communications, Inc. All rights reserved Forrester Research, Inc. Reproduction Prohibited 27