Speech technologies powered by AI: transforming enterprise customer engagement

Transcription

1 Speech technologies powered by AI: transforming enterprise customer engagement Enterprise Connect 2018 March 14, Nuance Communications, Inc. All rights reserved.

2 Today s agenda 1 2 Nuance Market trends and the evolution of voice 3 4 Introducing the Modern Voice What you can do today 2018 Nuance Communications, Inc. All rights reserved. 2

3 Nuance has a rich omni-channel engagement portfolio Web Mobile Phone Customer Acquisition Customer Care Digital Voice Outbound Security OMNI-CHANNEL ENGAGEMENT PLATFORM AI for Prediction AI for Conversation AI for Analytics Intent prediction Targeting & Routing Fraud Management Speech recognition Dialog Transcription Intent Discovery Knowledge Identification & Verification Learning Loop Data Security Business Intelligence Tooling APIs & SDKs Professional & Hosting Services 2018 Nuance Communications, Inc. All rights reserved. 3

4 Digital Transformation What s the difference? 2018 Nuance Communications, Inc. All rights reserved. 4

5 Digital Transformation in the Contact Center It s About Ease of Use delighting customers doesn t build loyalty; reducing their effort the work they must do to get their problem solved does Nuance Communications, Inc. All rights reserved. 5

6 Voice Everywhere 2018 Nuance Communications, Inc. All rights reserved. 6

7 The evolution of voice engagement Modern Voice NLU everywhere Customers Want Directed dialog Natural language understanding Customer can speak freely NLU streamlines call routing up-front Completion of tasks faster NLU extended into tasks for open dialogue Seamless Omni-channel support AI Driven Conversations Enhanced prediction and proactive engagement Ontology-based semantic modeling Lengthy wait and task completion due to serial nature of call flow Customers Get Touchtone Deep Menu Trees Reactive PAST FUTURE 2018 Nuance Communications, Inc. All rights reserved. 7

8 Modern Voice: The future is here pay $500 Visa Bill Checking Account next Friday $600 Open Dialogue Multi-slot Recognition Meaning Extraction & Update of Amount Lifelike TTS Zoe 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. 8

9 Today s agenda 1 2 Nuance Market disruption and the evolution of voice 3 4 Introducing the Modern Voice What you can do today 2018 Nuance Communications, Inc. All rights reserved. 9

10 Introducing the Modern Voice The latest advancements in automatic speech recognition and text-to-speech technology to enable more human-like dialogue powered by AI. With tooling and starter packs, customers rapidly develop applications and reuse assets to reduce costs Nuance Communications, Inc. All rights reserved. 10

11 Advances deliver cutting-edge innovation Highlights Neural network based speech and NLU models Advanced dialogue engine for contextual, intelligent natural dialogue Human-like text-to speech: Introducing Zoe 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 2018 Nuance Communications, Inc. All rights reserved. 11

12 Components of the Modern Voice Voice Engagement Platform Speech Suite 11 IVR Tooling Data Packs NLU Starter Packs NII Reporting The Nuance Modern Voice Delivering new Nuance Recognizer 11 and innovative user Nuance Vocalizer 7 experiences powered Nuance Speech Server 7 by AI Management Station 6 Nuance Automation Assist 4 Natural Language Processing Service Utilities (Watcher, RM, LM, etc.) 2018 Nuance Communications, Inc. All rights reserved. 12

13 AI-powered speech technologies Development accelerators Tooling packages Core voice technologies Reporting/Analytics Feedback Loop Speech Suite 11 Recognizer 11 High-accuracy speech recognition and realtime, continuous speech-to-text conversion that supports complex dialog between brand and consumer Uses in-progress recognition results to take action as soon as key words are spoken Custom weight sets enable the system to focus on the concepts that matter most 2018 Nuance Communications, Inc. All rights reserved. 13

14 AI-powered speech technologies Development accelerators Tooling packages Core voice technologies Reporting/Analytics Feedback Loop Speech Suite 11 Recognizer 11 Vocalizer 7 Enhanced text-to-speech engine that leverages deep neural networks (DNNs) to synthesize natural, life-like voices Speech can be customized to an organization s brand identity through robust vertical domain customization 53 languages and 119 voice options, 17 of which are multi-lingual Maximize investments by blending human-like TTS with pre-recording audio and deploying across channels and multiple languages 2018 Nuance Communications, Inc. All rights reserved. 14

15 AI-powered speech technologies Development accelerators Tooling packages Core voice technologies Reporting/Analytics Feedback Loop Speech Suite 11 Recognizer 11 Vocalizer 7 Natural Language Engine Enables open, natural and intelligent dialogue Performs intent classification and concept entity recognition Ontology-based semantic processing supports complex transactions while maintaining a high degree of accuracy 2018 Nuance Communications, Inc. All rights reserved. 15

16 Customer experience comparison I want to make a $100 payment with my credit card Input 1: Payment Inputs 1,2,3: Payment, Amount, Method Input 2: Amount Input 4, 5, 6: CC #, Exp Date, CCV Input 3: Payment Method Next action to complete task Call Steering Input 4: Credit Card Number Conversational Modern Voice Input 6 Input 5: Expiration Date Input 6: CCV Next action to complete task 2018 Nuance Communications, Inc. All rights reserved. 16

17 Do-it-yourself tooling Development accelerators Tooling packages Core voice technologies Feedback Loop Reporting/Analytics Build and tune the same kinds of applications you have come to expect from Nuance Nuance Experience Studio (NES) One grammar, across channels: NES allows organizations to create, update and tune one NLU grammar for both voice and digital channels. Simple, Easy to use Interface: Built for nontechnical users to manage grammars, no speech scientist expertise required. Lower total cost of ownership by leveraging an NLU grammar across multiple channels and reducing on-going tuning costs 2018 Nuance Communications, Inc. All rights reserved. 17

18 Rapidly Expand to new Channels Development accelerators Tooling packages Core voice technologies Feedback Loop Reporting/Analytics Share NLP Artifacts Across Channels AI-trained NLU Models NLU Starter Packs Vertical Domain Language Models Snap-in AI-trained Language Models that tune the ASR engine to a particular vertical (healthcare, finance, telco, etc.) Out-of-the-box higher ASR performance to allow customers to focus on application specific Domain Language Model build-out 2018 Nuance Communications, Inc. All rights reserved. 18

19 Enable Continuous System Learning Development accelerators Tooling packages Core voice technologies Feedback Loop Reporting/Analytics Nuance Automation Assist (NAA) Hidden agents can supply information for contexts that the IVR doesn t understand Utterances can be auto-transcribed by NR 11 Tagged Data and transcribed utterance can be imported into Nuance Experience Studio (NES) NES user controls which data to use to augment training of their existing NLU Model, creating a semi-automated feedback loop NES generates new AI-trained NLU Model 2018 Nuance Communications, Inc. All rights reserved. 19

20 Insight into Application Performance Development accelerators Tooling packages Core voice technologies Feedback Loop Reporting/Analytics A robust, reliable, reporting and analytics solution: Nuance Insights for IVR (NII) Enable customers to gain insight into application performance with ease Powerful data visualization and user-friendly dashboards reduce the effort to gain meaningful understanding from application usage patterns Pinpoint optimization opportunities to take action Encourage the customer to measure business goals through KPIs and use this tool and services to optimize their goals over time 2018 Nuance Communications, Inc. All rights reserved. 20

21 Today s agenda 1 2 Nuance Market disruption and the evolution of voice 3 4 Introducing the Modern Voice What you can do today 2018 Nuance Communications, Inc. All rights reserved. 21

22 2016 Nuance Communications, Inc. All rights reserved. 22

23 Putting it all together You can do all this TODAY IVR with Natural Language Predictive logic Authentication with Biometric Security Outbound notification Channel shift with IVR to Digital Virtual or human-assisted chat Services to ensure success 2018 Nuance Communications, Inc. All rights reserved. 23

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

25 Powering Intelligent VA Interactions Lets user drive the conversation Provides flexibility between collections Smarter about deducing relationships and making connections Doesn t talk too much Featuring Zoe, an up and coming Vocalizer 7 voice Intelligent VA 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? 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 Nuance Communications, Inc. All rights reserved. 25