Nuance at sabio Transforming Customer Contact 2015

© 2014 Nuance Communications, Inc. All rights reserved.
Transforming Self-service
Cost, Revenue, Loyalty: Why can’t I pick all three?
Sebastian Reeve, EMEA Director of Product & Marketing, Nuance
June 18th 2015

Save
Money Generate
Revenue
Improve
Experience
Enhance
BrandReduce
Effort

Technology has become an
integral part of our daily lives…

Behaviour.

Mobile and social media is changing
what is deemed socially acceptable
Source: Havas Media surveyed of 3,000 UK consumers, 2014
73% of 16 – 24 year olds have to have their mobile
phones with them at all times
67% of 16-24 year olds check their phones during a
lull in conversation with friends or colleagues
41% agreed that it was acceptable for brands to
send text messages based on location as long
as permission had been granted

BUT: There is a risk generational differences
are overstated.
Source: Ipsos MORI global trends 2014 (GB)
Aged 55+
35 – 54 year olds
16 – 34 year olds
Use internet several
times a day
82%
78%
68%
Aged 55+
35 – 54 year olds
16 – 34 year olds
Have shared views about
a company or brand via
media/blogs/social
media in last year
25%
22%
21%

Do people really use this stuff?
Unique Monthly Active Users
Monthly Active Users Annual Growth Rate
~1,440M 25-30%
~800M 45-50%
~300M 45-50%
~100M 85-90%
~40M ~0%UK Internet
* Nuance combined mobile speech cloud interactions, global
*

Expectations for usability.

“Intelligence” will
change the game for
customer service

Cognitive
Technologies
Artificial Intelligence
Machine Learning
Speech Recognition
Natural Language Understanding
Biometric Authentication
User expectations driven by disruption.
Consumer technology is changing expectations on the enterprise
Consumers
Baby Boomers
Millennials
Gen X
Enterprises
Retail
Telecoms
Finance
‘Device’ OEMs
Apple, Google, Microsoft
Samsung, Sony, Tesla,
Uber, …
Driving Demand
New Expectations
Innovative
Experiences
You are here!

Disrupt in order to differentiate.

– Defining the next generation of
human-computer interaction:
Intelligent Systems
– Deeply invested in creating effortless
and natural user experiences
– Best known for rapidly advancing
voice-recognition technology
Reinventing the relationship
between people and technology

Customer expectations for Easy service.
Key finding:
Customer Effort Score is
more correlated with
loyalty
and conversion than any
other metric
Dixon, M, Freeman, K & Toman, N (2010) STOP trying to delight your customers. Harvard Business Review, 88 (7/8), 116–22

THE BUSINESS CASE FOR
THE EFFORTLESS EXPERIENCE
Low Effort High Effort
1%
81%
88%
4%
Repurchase
94%
4%
Low-Effort
Experience
High-Effort
Experience
Overall Disloyalty
9%
96%
Source: CEB analysis.
Increased Spend/
Share of Wallet
Negative WOM

Capabilities driving easy experiences.
Areas of focus for consistently low effort omni-channel self service
Simplified
yet granular
navigation gets
users where they
want to go in as
few steps
possible.
Navigate
Using Biometrics
to improve
convenience and
security of
authentication
Authenticate
Conversational
dialog helps
users complete
transactions
by guiding them
naturally
Transact
High-accuracy
knowledge mining
that delivers
Answers, not just
search results
Answer
Natural
Conversational
Precise
Secure
Using context to
seamlessly escalate
to an
appropriate
resource
Escalate
Contextual

Leading experience:
“So, in a few words, what’s the reason for your call?”
clear intent (10’) [52%]
1-2 follow-on questions (15’) [30%]
Vague (ask again) (30’) [9%]
Most calls are like these:
But some are not so straightforward!
Background noise
Not sure about technical terms

Reduce Transferred Calls by 20%
>90% Tagging of Call Driver (intent)
Increased Self Serve Utilisation by 30%
No negative impact on Customer Satisfaction…
In fact, side-by-side comparison showing modest (1%) improvement!
Leading experience:

Leading experience:
4% Customer Satisfaction
84 Staff freed for other
priority work
– Remove the need for a customer to
listen to menu options - Fast & Easy
– Understanding the long tail of
customer needs provides:
– Increased accuracy of transfer to
the right advisor
– Increases in sales and automation
opportunities

Granular insight into demand.
– The process of collecting customer answers gives unparalleled insight
into why customers are calling and in what volume:
– What requests should be prioritised to which agents?
– What could be automated that we are not already addressing?
– Are there niche call-types which should be handled in a special way?
IVR
IVR
! ££

Call Steering Business Outcomes
• Cost Saving
• Self-Serve - 28% uplift in utilisation vs. DTMF
• Transfers - 16.2% reductions in transfers
• Repeat calls - 2% reduction (within 7 days)
• AHT reduction - Wide range reported
• Experience & Loyalty
• NPS improvement - 7% to 16%
• Customer Rating - 8-10/10 from 44% to 68%
• Recognition - Correct Tagging Rate of 93.5%
• Time in IVR - average reduction of 26 seconds
Range of measures across existing UK customers:
Lloyds, MBNA, Barclays, HMRC, BT, TalkTalk

Introducing Nina, for Web & Mobile
Nuance Interactive Natural Assistant
Delivering an assistive multichannel experience

Nina is to digital channels as
IVR Call Steering is to the phone.
Delivers a natural and easy conversational experience,
obtains granular customer intent,
while increasing self-service containment and sales.

Ask Jess
• Launched in December 2013
• Dual Languages with more to come
• English [Jetstar.com]
• Japanese [Jetstar.jp]
• Ask Jess is deployed to assistant customers and
also support Customer Service Reps.
140k Nina sessions per month
83% First Contact Resolution
67% reduction in Web Chat volumes
10% increase in online bookings
Top 5 questions include:
“I need to change my booking”
“I’d like to book a flight”

Customer Service benefits
Delivering real value
23%Reduction in live-
agent conversations
Benefits to Kaspersky
– Decrease in agent-assisted support by 23%
– Live-chat closed
– Higher customer satisfaction
– Press articles about Lena – positive impact on
Kaspersky brand
– Managing peaks during product launches
– Prequalifying of customer calls/e-mails

Delivering real value
6.8%
Increase in e-store
sales conversions
At a 11% engagement rate, Nina Web increased the overall
Kaspersky e-store conversion rate by 6.8%
54% Lena queries are related to “What product should I buy?”

Domino’s Pizza
Over 10m mobile app users.
Business drivers:
• Increase sales frequency with
existing customers
• Increase average sales amount
• Attract new customers to
Domino’s

Delivering Value
43% faster
57% less steps
30% checkout rate
4.5% upsell rate
+33% NPS
83.5 SUS

Nina Virtual Assistants
Business results
6.8% increase in sales conversions
25% increase in purchase value
72% increase 1st contact resolution
44% decrease in escalation
67% decrease in service chat
2x increase in cart conversion

Reduce
Effort!
Generate
Revenue
Improve
Experience
Enhance
Brand
Reduce
Costs

Nuance at sabio Transforming Customer Contact 2015

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Viewers also liked

Viewers also liked (19)

Similar to Nuance at sabio Transforming Customer Contact 2015

Similar to Nuance at sabio Transforming Customer Contact 2015 (20)

Recently uploaded

Recently uploaded (20)

Nuance at sabio Transforming Customer Contact 2015

Editor's Notes