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© 2020 Nuance Communications, Inc. All rights reserved. 1
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
© 2020 Nuance Communications, Inc. All rights reserved. 3
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
© 2020 Nuance Communications, Inc. All rights reserved. 13
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
© 2020 Nuance Communications, Inc. All rights reserved. 15
Customer journey transformationSep 8
3:10 PM
• Mr. Smith
orders online
• Receives
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
© 2020 Nuance Communications, Inc. All rights reserved. 21
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.
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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
© 2020 Nuance Communications, Inc. All rights reserved. 26
AI empowering agents
Agent assistance Agent training
© 2020 Nuance Communications, Inc. All rights reserved. 27
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
© 2020 Nuance Communications, Inc. All rights reserved. 28
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
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