own the conversation nuance mix

© 2020 Nuance Communications, Inc. All rights reserved.

Own the ConversationNuance Mix

© 2020 Nuance Communications, Inc. All rights reserved. 2

With Nuance

Leading Brands Deliver Superior Customer Service

Intelligent Engagement powered by AI

Voice | Virtual Engagement | Live Engagement | Security & Biometrics | Analytics

Leading BrandsCustomer Engagement


31 billionCustomer interactions/year

10 of top 10Telecommunications

(excl. China)

85%Of Fortune 100 use Nuance

1 billionCustomer ID verification per year through biometrics

19 of top 20Financial organizations

16 billionDigital engagement interactions/year

Nuance Enterprise market leadership


Automation first, digital first, move voice to digital

Digital

Engagement

Web

Email, Social

Messaging/Async

Automation

& CSAT

Voice

Engagement

Phone

TimeDigital Transformation Initiatives

Voice

Automation

Directed Dialog

Call Steering

Self-Service

Ambient AI

Next Best Action

Learning Loop

Engagement RPA

Conversational

AI

Virtual Assistants

Digital & Voice

Omni-Channel

Async Messaging

Conv. Text

Security

Engagement AI

Agent AI Voice+ Digital

Prediction

Next Best Response

Async Voice

Messaging 2.0

IEPAmbient

Intelligence

AI Transformation Initiatives

FY21 FY25

© 2020 Nuance Communications, Inc. All rights reserved. 5© 2020 Nuance Communications, Inc. All rights reserved. 5

Customer expectations


natural

channel-lesscontextual

adaptablefrictionless

intelligentomni-channel

interconnected

consistent

IVR

TV

Messaging

Game

Console

Chatbot /

VA

Social Media

(Apple, What’s App

Facebook)

Customer expectations

Web Chat

SMS

Smart

Speakers


Hidden Agent

Learning Loop

Voice-to-Agent

Consumer AI Automation

Digital Engagement

Voice-to-Digital

Intelligent Engagement StrategyAI first, digital first for every engagement – for the consumer & agent, digital & voice

AI Automate

80%+ of All

Engagements

Hidden

AI Augmented

Human Assist

AI Augmented

Human

Engagement

Digital and Voice-as-Digital Channels

Voice

Agent AI

Automation

IVR-to-Digital Deflection

Async Voice Messaging

Digital Voice Engagement

Automated ID&VAutomated ID&V

Automated ID&V,

Fraud Detection

Automated ID&V,

Fraud Detection

IVR, WebRTC Voice


Business challenges

High costs and skills

shortages

Reliance on

external vendorsNot agile enough

Redoing work Conversational

design is HARD

Channel

inconsistencies


No skills growth for staff

What We’re Hearing

Lack good tools in-house

Time consuming to research

and update new tech

Hard integrating multiple

technologies

Different tools create silosToo much re-work

Inability to deploy on premises

Conversational design is hard

!

!

!

!DIY

Tools

Help

when

needed

Latest

speech

technology

APIs

Build

once for

many

channels

Freedom

to deploy

Tools that

grow with

them

Platform

for full

team


The dilemma

How do you deliver on these

customer expectations…

natural

channel-lesscontextual

adaptablefrictionless

intelligent

interconnected

consistent

omni-channel

while addressing these

business challenges?

- Conversational design is HARD

- High costs and skills shortages

- Reliance on external vendors

- Redoing work

- Channel inconsistencies

- Not agile enough


Introducing…

DIY conversational AI platform

that empowers organizations

to quickly and easily create

and maintain their own

enterprise-grade, omnichannel

customer service experiences.


Introducing…

• market-leading speech, NLU and

dialog technologies

• powerful tools

• omni-channel experiences

Text-to-speech and

speech-to-textNatural language

understanding

Dialog

Test

APIs

Learning and

community


Create individual applications or cross channel, omnichannel solutions

What can you build with Mix?


Platform evolution to facilitate the Convergence of Voice and Digital

Voice Platform

(IVR)

Application Studio

(NAS)

Dialog Framework (NDF)

20082006

Digital Platform (Chatbots)

Nuance Experience

Studio (NES)

Nuance IQ Studio

(NIQS)

20132012

Mix: Single platform

and tools for all channels

▪ ‘Conversational AI’ for IVR,

SmartSpeakers & Chatbots

▪ “Channel-less Experience”

▪ Customer Journey Orchestration

2020

Tools made by PS, for PS Productized Tools


The evolution of voice engagement

Today –

NLU everywhere

• NLU streamlines call routing up-front

• Customer input driven

• Reactive/Responsive

• Deep Menu Trees

• Lengthy Task completion

due to serial nature of flow

Directed dialog

Natural language

understanding

• NLU extended into tasks for open dialogue

• Seamless Omni-channel support

• AI Driven Conversations

• Enhanced prediction

and proactive engagement

Customers

Want

Customers

Get

PAST FUTURE

Touchtone


next Friday…$600

check my balance

Real-time trigger – cue promo

Meaning extraction and

update of amount

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

Bill…Checking Account

Context shifting

cancel

Mix enables conversational AI experiences

TTS smoothness with dynamic content <currency> <acctType>

<billType> <date>


Business Value of Nuance Mix

Accelerate

time to

market and

time to

value

Reduce

TCO

Engage

your

customers

Drive up

CSAT

Ease of use

Easy to learn

Easier for less

technical staff


Nuance Mix Demo


Powerful DIY tools

Reduce costs and

accelerate time to market

Utilize in-house teams

Reduce outside

vendors

Speech-to-text

Natural language

understanding

Dialog

Test

Learning and community

Text-to-speech

APIs

Complete Portfolio


Platform for all your team membersCollaboration for everyone

Mix.api

Developers

DeveloperPortal

Mix.SDK

Data and speech

scientists

Mix.nlu

Business

stakeholders

Outline and previewreal-time control

Voice and chatbot

designers

Mix.dialog

QA and testing

QA Tooling © 2020 Nuance

Communications, Inc.

All rights reserved. 20


The choice is yours

Let us do it for you

Conversational AI leader

20+ years experience

Expert tools

Global team

Focused on Enterprise

Do-it-Yourself

APIsTools for the

entire project lifecycleTraining

Your skills

Our skills

Better Together

Leverage our expertise

Empower your employees

Keep pace with changes


Customer

Product Owner

Collaboration is our Foundation

Nuance Mix

Nuance

Professional Services

Customer AI, Engineering,

Innovation teams

Your skillsOur skills

Agile

Development

TestSpeech & Data Science

User Interface Design

Continuous optimization

User Experience Design

Customer Care Expertise by Vertical

Integration

Development

Project management

Business Rules


Who’s Using Mix Today

International

Retailer

Mobile App with a Virtual

Assistant that answers

questions and fulfills

transactions

2 concurrent modalities:

Voice and text with

additional interactive

elements, for user input

and output

US Utility

Company

Modernizing the IVR

experience, from menu-

driven call steering and

self-services to a modern,

fluid conversational AI

experience

Australian

Airline

Deploying

Conversational AI

across IVR and digital

channels, implementing

an integrated omni-

channel strategy


Leaders in voice technology –

we were built on this

Over two decades of expertise

built in - to our technology,

our tools, and best practices

Enterprise-proven tech – enterprise

and consumer solutions across

all channels

Why Nuance

Deployment choices and

flexibility– on premise or in the

cloud (ours, yours or public)

Customer obsessed expertise

that is second to none

– Professional services team

committed to quality and

customer success

– Proven results delivering

ROIs and exceeding customer

expectations


Give Mix a Try

www.nuance.com/mix

http://www.nuance.com/mix


Questions

own the conversation nuance mix

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