Presenter NotesNuance by the numbers— The best way to measure our incredible growth is through the success of our customers— Our cloud-based systems are now processing over 4.5 billion mobile transactions annually.— Nuance technology is now deployed on over 6 billion mobile handsets.— There are over 70 million Nuance powered cars on the market today.— We now have well over 10,000 mobile application partners.— There are over 500,000 clinicians documenting patient interactions with Nuance.— We process over 10 billion customer service transactions with our automated self-service solutions.— Our solutions are supported in over 70 languages.— It’s no wonder why leading global brands have chosen to partner with Nuance to power their products, their services and even their healthcare delivery.— Nuance has 3,900 patents and applications for technology-enabled software & solutions
You can have people doing the call routing, but that is very costly, and the effect is longer queues. To get away from the queues, organisations put in touchtone menu’s. Whereas this may be ok if you have two or three choices most of the time these touchtone menu’s mostly serve to create frustration with the customer. And worst case, you have a high frequency of ”zero-out” – and you are back to serving the caller manually!Nuance Voice Guided Call Steering:System: “How can I help you today?”Caller: “I have a problem with my mobile phone” mobile service deskorCaller: “I want to upgrade my broadband to premium” broadband sales Dial one number for any service, get routed to the correct service in one step!
Benefit – expedites getting the caller to the correct destination
SUGGESTED TALKING POINTS======================================================================The experience is fast and extremely natural- so natural that Mary even forgot she was talking to an IVR system and said ‘Thank You’ at the end of the callSo what did you hear that made it sound so great?#1 First- the welcome has a subtle bed of music behind it, just to add some richness. Then, Dividend Miles customers are greeted by name- in this example- you heard Hello Mary. Our usability tests showed that greeting a caller by name overwhelming improves their satisfaction with the system. Test participants rated the system as more effective.#2 The caller is prompted to just describe the reason for their call- incorporating Nuance Natural Language technology. Not only is this much easier for callers because they don’t have to traverse a bunch of menu choices, but it means more savings for US Airways because callers get to self service functions that they may have otherwise not found. Also#3 The application was designed using something called an intelligent trip lifecycle. What this means is that the IVR knows if the caller has upcoming flights or is waiting for an upgrade. Since we know where the caller is within their trip, we provide the most relevant information- without the caller needing to ask. #4 And, if the caller does need to wait on hold for an agent- we make the best use of that hold time by collecting information about the reason for their call- like the travel dates, destinations, etc., and then when an agent does become available, we send all that information it the agent’s desktop.#5 Lastly- this is one of the best sounding applications in existence. The success of an IVR and caller’s propensity to use the system are largely based on what the caller hears- the audio files that area assembled and played to the caller. Nuance has innovated in this area by creating a new version of Vocalizer that more naturally assembles the audio to create the best sounding persona in the market. We build that technology specifically for US Airways and it’s now available via Nuance On Demand (go to next slide for examples)
Nuance is leading the way with NinaWhat you just saw is Nina – the world’s first multichannel suite of virtual assistants. Nina represents the best in what can be delivered today. Nina provides human-like interactions across voice, mobile and web. Nina is the culmination of over a decade of investment in enabling technologies that allow Nina to understand who you are, what you say and what you mean. Nina guides customers in a conversational, natural way, to successful customer service outcomes. Nina offers a seamless cross-channel experience that creates loyal customers.
Nina’s power is made possible through a fully integrated stack that brings together all of our technologies into a single cloud-based offering. All of these technology components have been proven repeatedly and, in many instances, are available to customers on a standalone basis depending on where they are in their evolution to multi-channel VA.For example…