Madrid Expo RC+CC: Introduction to Nuance Nina
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Session at Madrid contact centre expo to introduce Nina from Nuance - the first virtual assistant who understands both who you are and what you want to give an effortless service experience!
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Madrid Expo RC+CC: Introduction to Nuance Nina
- 1. EXPO Relación Cliente + Call Center 2012 Sebastian Reeve Director Products and Strategy EMEA 1 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 2. How easily can customers get what they want from your organisation? ...how accessible are you? ...how easy to transact? ...how easy to find answers? ...how easy to solve problems? 2 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS ENTERPRISE SOLUTIONS 2 © 2002-2011 Nuance Commu nications, Inc. All rights reserved.
- 3. …what if they could simply ask? > What if customers could do this from any device? > What if they could interact in their most natural and convenient way…speech, type, tap? What’s the current rate for a 30 year fixed rate mortgage? > What if ALL the data held in your key information Donna: The most recent published rate for a qualifying 30 year fixed rate mortgage is systems could be accessed to provide precise 4.750%/4.878% APR answers and useful, compelling conversations? OK, how about variable? Donna: For a variable mortgage, the most recent published rate is 3.5%/3.286% APR OK. Are there any other options I should look at? Donna: We also offer 15 year fixed rate mortgages – would you like to hear more …this is about them? where customer expectations are heading 3 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 4. …what if they could simply ask? 4 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 5. Today’s consumer is more… Today’s consumer is the Now Consumer 5 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 6. Four key dynamics in customer service Smart device proliferation Speech & natural conversation Cross-channel experience Self-service expectations 6 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 7. #1 Smartphones are changing the world Everything converges on smartphones… …making it easier, faster, better for the Now Consumer 7 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 8. #2 Speech & natural conversation are raising expectations PLANIFICAR UNA REUNIÓN NO IMPORTA MI CON DILBERT Y ALICE PARA TELÉFONO HIZO EL PRÓXIMO MARTES A CARGO DE ELLA. LAS DIEZ INCÓMODO. REALIZADO 8 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 9. #3 Multi / cross-channel expectations A multi-channel strategy is key to the future of customer care; 74% of consumers use more than 2 channels 9 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 10. #4 Growing expectations of self-service Online Supermarket Hotels Airlines Parking Garage Consumers have turned the ATMs tables on us in Self-Service. We introduced IVRs, ATMs and other Tesco: automation for the benefit of the 1/3 of Company, but now we can’t keep Hyatt: up with customer demand for transactions 55% of 35% of self-service. check-ins guests Vice President Customer Care Large US Airline 10 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 11. #4 Growing expectations of self-service 24% Gen-Y “most or all of the time” 82% Consumers value self-service because they: Remain in control 52% Perceive it to be faster 56% RESEARCH Perceive it to be easier 59% Avoid waiting and being transferred 67% 11 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 12. Simple, right? Make it easy. Reduce effort. Avoid bad experiences. Deliver on the basics. Provide precise outcomes. Quickly. Consumers demand Easy, Positive & Immediate Service 12 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 13. The key ingredients to an effective self-service experience… Natural & Secure Conversational Precise Input & Output Dialogue Knowledge 13 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 14. Addressing the Long Tail Greater Automation Potential Understand Need 14 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 15. Solutions to improve the automation experience Identity Verification Prodigy™ FAQ VocalPassword™ Call Steering Voice Automation Identify ∙ Understand ∙ Resolve 15 15 CONFIDENTIAL | 2002-2011 Nuance Communications, Inc. All rights reserved. CONFIDENTIAL | © © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 16. BT Annual General Meeting 2012 Ian Livingston, Chief Executive, BT Group PLC • Making it easier for BT customers • Making it easier to contact BT by phone • Working to make it easier to contact – Interactive Voice Response and get help from BT simplified/faster – Focus on ‘Net Easy’ measure – Introducing natural language – Ask customers how easy it is to deal response with BT – Substantial improvement already 16 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 17. Introducing Nina VOICE AND NATURAL LANGUAGE CAPABILITIES FOR YOUR MOBILE APP Deliver a differentiated mobile experience to increase customer engagement Nina makes it easy to add a virtual assistant capability to your mobile app Nina gets you… • Faster results • Fewer steps • Personalized service 17 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 18. Core Components of Nina A complete mobile assistant persona built on Nuance best practices in interaction between user and speech interface. Customizable for your brand. To enable fast integration of virtual assistant Provides the power and capabilities into intelligence to mobile apps for Nina, including Nuance’s Apple iOS and industry-leading speech Android, the Nina SDK offers recognition, natural binary APIs that abstract the language complexity of the multimodal and understanding, conversatio natural language interactions nal dialog management between the client and the cloud. and voice biometrics. 18 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 19. Nina: market reaction • Massive positive press interest in Nina • Overwhelming enterprise interest in Nina: – Banking – Financial Services – Share dealing – Insurance – Utilities – Enterprise software companies – Major auction sites – Major online retailers – Mobile telecoms operators – Fixed-line telecoms operators – Cable and satellite companies 19 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 20. USAA in CIO Journal, Wall Street Journal Online “It’s a more efficient way of banking than the touch access currently offered by USAA’s iPhone, iPad and Android applications, which require customers to navigate several screens to complete credit card payments and other transactions…I think [Nina]…is going to be with us for a long time.” - Greg Schwartz, USAA CIO “The primary focus for us is about delivering exceptional customer service to our members… anytime, anywhere.” Additional expected benefits, Nina “will reinforce loyalty among existing customers. Satisfied customers could then draw more military users to USAA” - Wayne Peacock, USAA EVP member experience 20 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 21. Nina: Natural Customer Interactions Authenticate Voice biometrics improves convenience and Navigate security of authentication One-shot navigation gets users where they want to go, in the app, or in another channel Transact Conversational dialog helps users complete transactions Find & Refine by guiding them naturally Context-based filter gets users answers to their questions and lets them refine the results Demo 21 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 22. Benefits of Nina Nina makes it easy to add a virtual assistant to your mobile customer service app Nina delivers… • A differentiated mobile experience that is aligned with customer expectations / market dynamics • Faster results in fewer steps with fewer mistakes • Increased automation • Increased customer satisfaction • Enhanced brand image Available in English Language since August 22 Castilian, Catalan expected by end of year CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 23. 23 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 24. Nina: Natural Customer Interactions Authenticate Voice biometrics improves convenience and Navigate security of authentication One-shot navigation gets users where they “My voice is my want to go, in the app, or in another password” channel Transact Conversational dialog helps users complete transactions Find & Refine by guiding them naturally Context-based filter gets users answers to their questions and lets them refine the results 24 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 25. Voice Biometrics Login Easy and secure identity verification through voice biometrics. 25CONFIDENTIAL | ©| 2002-2012 Nuance Communications, Inc. All rights reserved. CONFIDENTIAL © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS ENTERPRISE SOLUTIONS
- 26. Nina: Natural Customer Interactions Authenticate “I need to update Voice biometrics my address” improves convenience and Navigate security of authentication “I think my card One-shot navigation gets has been stolen” users where they want to go, in the app, or in another Transact “There’s a charge channel on my bill I don’t Conversational dialog helps recognise” users complete transactions Find & Refine by guiding them “Can I get card naturally Context-based protection filter gets users insurance?” answers to their questions and lets “I’m off sick from work them refine the results and will have problems paying my loan.” 26 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 27. Nina Navigate • Assistive capability allows users to state their needs using their own language • In Navigation use-case: – Users are directed to the most appropriate place – either in-app - or by changing channel such as agent, IVR app, web, chat etc. 27 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 28. Nina: Natural Customer Interactions Authenticate Voice biometrics improves convenience and “Pay a Navigate security of authentication bill”…”VISA”…”$20.81” One-shot …”Tomorrow”…”No, ma navigation gets ke that Friday”…”OK” users where they want to go, in the app, or in another channel Transact “Just pay the Conversational dialog helps minimum on the users complete due date” transactions Find & Refine by guiding them naturally Context-based “Set that up for my filter gets users answers to their phone bill as well questions and lets them refine for the full amount” the results “Transfer a balance from my old card” 28 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 29. Nina Transact • Assistive capability allows users to state their needs using their own language • In Transaction use-case: – Users make fully or partially-formed requests to take action, and the assistant leads them through the transaction conversationally, e.g. – “Pay my electricity bill in full tomorrow” (“Submit?”) – “Pay a bill” (“Which bill, when and how much?”) – “Pay my electricity bill” (“When and how much?”) 29 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 30. Nina: Natural Customer Interactions Authenticate Voice biometrics improves convenience and “How much did I Navigate security of authentication spend last One-shot navigation gets month?” users where they want to go, in the app, or in another Transact “Show me the channel transactions over Conversational dialog helps £100?” users complete transactions Find & Refine by guiding them “How about in Context-based naturally July?” filter gets users answers to their questions and lets them refine the results 30 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 31. Nina Find & refine • Assistive capability allows users to state their needs using their own language • In Search use-case: – Users request is parsed and interpreted against knowledge sources – In this example, account transaction data is intuitively interrogated – “how much did I spend last week at Tesco?” – Further questions may be in-context, e.g. – “and how about the week before?” 31 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 32. Authenticate Nina: Natural Customer Interactions Voice biometrics improves “Where’s my Navigate convenience and security of nearest One-shot authentication cashpoint?” navigation gets users where they want to go, in the app, or in another “What’s the channel Transact interest rate on my Conversational credit card?” dialog helps users complete transactions Find & Refine by guiding them “I want to use my debit naturally Context-based card when I’m on filter gets users holiday. What do I need answers to their to do?” questions and lets them refine the results Answers “Can I use High-accuracy contactless with knowledge mining my iPhone?” that delivers Answers, not just search results 32 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
- 33. Nina Answers • Assistive capability allows users to state their needs using their own language • In Answers use-case: – Users are directed to the most appropriate answer to a question they posed – Nina acts as an entry-point into FAQ systems Return 33 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS
Editor's Notes
- This is a fundamental part of your conversations with enterprises – particularly those focused on customer loyalty metrics (which our research tells us is a growing percentage of our customers). How easy are you making for your customers? We have an aggressive research agenda this year to support our market and product positions and discussion with customers. The first wave of that research delivered some interesting results.
- Thanks to technology, today’s consumer is, more connected, more informed, more empowered, and, therefore, more impatient!They expect companies across all verticals to be more accessible, more transparentThey expect to be able to feel in control when they interact with a companyThey expect it to be easy, fast and efficient. They want to get what they want and move on!Media has named this Generation Consumption or GenC. Nuance has named this the NOW CONSUMER(HIT THIS POINT)5.3 billion people — 76% of the world's population — are connected to each other and information through mobile devices. (Forrester - Competitive Strategy In The Age Of The Customer – June 6, 2011) Your organization has thousands or millions of customers thinking: I want to do things my way, when I want, the way I want, personalized to meThey all have their own preferences of how to access your organization, how to find answers, how to transactBut fundamentally they all want the same things from your organization: they just want to find an answer, solve their problem, or execute a transactionAnd they want to do it as easily, efficiently, and effectively as possible. They want an immediate precise outcome So how do you meet their expectations, today & tomorrow?
- Smartphones have accentuated how connected, informed and empowered consumers are Everything converges on smartphonesAlmost anything a consumer wants to do can be done from their smartphoneEvery channel converges on smartphones. That makes smartphones the #1 channel. Multi-channel (6: web, email, chat, apps, SMS, phone) & multi-modal (6: speech, touch, gesture, images, text, writing)Powerful megatrends converge on smartphones:Ubiquitous computing – computers, always at hand, always connected, always on. Embedded in devices: our cars, our appliances, our homesConstant communication - connected to anyone and any information, anytime. Natural human interaction with computers: naturally easy with speech, touch & gesturesThis convergence on smartphones is making so many things easier, faster and better for the Now Consumer Smartphone Market Penetration: Pew Internet Project (May 2011) finds that one third of American adults – 35% – own smartphones. The Project’s May survey found that 83% of US adults have a cell phone of some kind, and that 42% of them own a smartphone. That translates into 35% of all adults.GEN Y : 58% of Americans between the ages of 25 and 34 now own a smartphone as do 49% of those ages 18-24 and 44% of those ages 35-44. Nielsen has projected that smartphones will reach 51% penetration in the US market by Q3 2012 By 2015 there will be 2-billion people worldwide using Smartphones (Parks Associates
- Make circles smaller icon bigger.Green the screen.Circles paler.Iphonescreenshit message.Message / nuance name.Statistics on green.Safari window for the imac. > nuance research have the statistics.
- Greater number of interactions across a greater number of channels poses a significant challenge to organisations who must carefullymanage their costs.Across Voice and Text based channels today’s technology capabilities limit what we can automate – and how intuitive those solutions can be.They key challenges can be broken down into three areas:We must gain a far deeper understanding of why the customer is calling – and do it in the automated leg of the call in real-time – it is the only way of knowing that the solution being offered is relevant to the customer.Where understanding customers specific needs require the organisation to ask questions (e.g. What kind of insurance do you want more information on?) there is a need for automated systems to interact conversationally – i.e. ask relevant clarification questions of the customer in a natural human-like manner (we humans all do this naturally).As organisations products and services get more complex our ability to envisage all possible questions a customer may ask increases exponetially. However current FAQ and knowledge solutions require us to do exactly that – answers are pre-written based on expected and hostorical customer questions. Managing this is already highly challenging and in the future will become impossible. Machines must gain an ability to research answers and give them.
- Nina is a cloud-based service delivering a virtual assistant for mobile customer service, comprised ofNina Virtual Assistant Persona: Nina is a pre-made virtual assistant persona, which developers can leverage for their app, or use the available source code to quickly create a custom persona, including changing visual persona elements such as being awake, asleep, listening, processing, or answering a request. Nina also includes a range of existing Nuance text-to-speech voices, and Nuance can develop a custom TTS voice for an optional development fee.Nina Virtual Assistant SDK: To enable the rapid integration of virtual assistant capabilities into mobile apps for Apple iOS and Android, the Nina Virtual Assistant SDK has three components:Nina Core APIs – Binary APIs that provide access to the core cloud services, such as speech recognition, text to speech and NLU. This provides the most control and customization possible to the mobile app developer.Nina Virtual Assistant APIs – Source APIs that provide mobile app developers with access to customize the persona, as well as providing control of all modes of input, including speech recognition, text to speech and touch dialogs.Nina Reference Designs – Source code of Nina Virtual Assistant apps and functions, including the Nina Banking Assistant, deliver pre-designed templates and tasks for store location, bill pay, account information and change of address. Developers will be able to leverage the reference designs to rapidly develop their own virtual assistant capabilities for travel, insurance, retail, government and more.Nina Virtual Assistant Cloud: A Nuance hosted service that provides the power and intelligence to Nina, including Nuance’s industry-leading speech recognition, TTS, NLU, interactive dialog management and voice biometrics services.Nina is designed to enable businesses to rapidly add virtual assistant capabilities to their mobile customer service apps.
- GoalsProvide best in class mobile service to its 9.1M members. “The company needs a strong mobile strategy to serve its members, who often travel on military duty”Boost customer loyalty and help attract new membershttp://blogs.wsj.com/cio/2012/08/10/usaa-cio-banking-on-siri-like-mobile-software/ USAA bank next month will begin testing next-generation voice recognition software that will let its customers make payments, check balances and find the nearest ATM by speaking into their smartphones, said USAA CIO Greg Schwartz, who is involved in all of the bank’s strategic and operational activities.The financial services firm, which serves 9.1 million military members and their families, is using the software to adapt to an increasingly mobile banking environment. The company needs a strong mobile strategy to serve its members, who often travel on military duty, said Schwartz. Over time, the software is expected to boost customer loyalty and help attract new members, achieving one of USAA CEO Josue Robles Jr.’s goals to grow the business. “Our members want their providers to be with them in their pocket or purse wherever they are,” said Wayne Peacock, USAA executive vice president of member experience, who is working with military customers testing the software.The software, called Nina and currently compatible with the iPhone, iPad and Android gadgets, works a lot like Apple’s Siri personal assistant application, which became popular on the iPhone 4S last year. USAA customers will tap a speech icon on the company’s application to launch Nina, and speak questions such as “How much did I spend last week?” and “What’s my checking account balance?” Users may also schedule payments with prompts such “Pay my USAA credit card on Friday,” said Peacock.Nina, developed by Nuance Communications, rests in the cloud, linked to USAA’s mobile application for the smartphone. When a user makes a voice query through the app, the request is processed in Nuance’s cloud, and the response is sent to the mobile app on the user’s device. Customers then confirm the transaction through speech or touch. It’s a more efficient way of banking than the touch access currently offered by USAA’s iPhone, iPad and Android applications, which require customers to navigate several screens to complete credit card payments and other transactions, said Schwartz, who said Robles Jr. has allowed him to invest in labs to test the voice recognition software. “He is very excited about the prototype.”Nina is intended for businesses that want to augment mobile customer service with more sophisticated voice capabilities. This is important at a time when consumers are seeking to use smartphones to conduct activities they would normally do online from a desktop or laptop computer.With Nina, USAA is addressing the fact that its military members who often travel to serve their country rely on mobile handsets to keep connected to friends and family as well as their bank accounts. And because USAA’s only branch is its headquarters in San Antonio, Schwartz said a strong mobile strategy is essential to keeping customers as connected as possible to the bank, which had $19 billion in revenue in 2011. Currently, 87% of USAA’s customer transactions funnel through its self-service channels online or over a phone, but the bank expects its members will increasingly access USAA services through smartphones. For USAA, Nina rests in that sweet spot.Peacock said he expects that if the technology is well received, it will reinforce loyalty among existing customers. Satisfied customers could then draw more military users to USAA. “All of those have great downstream benefits to our financials, but the primary focus for us is about delivering exceptional customer service to our members… anytime, anywhere,” Peacock said. Neither Schwartz nor Peacock would discuss what sort of revenue increase they expect from using the software in their mobile applications.USAA’s adoption of Nina came after the bank began using Nuance’s voice recognition software 15 months ago to route calls to a self-service application or to any of the company’s 10,000 customer service representatives. After Nuance proved its mettle in USAA’s customer service system, Schwartz asked the company for help improving customer services from mobile devices. “It was just a natural progression to use Nina,” Schwartz said. “We told them we’d like to figure out how to use speech in our mobile channel.”Rolling out the new voice recognition software broadly, which Schwartz expects to do in the first quarter of 2013, won’t be without some effort and challenges. USAA programmers will have to integrate the software with its mobile applications and then customize it. Also, a bigger question surrounds the reliability and accuracy of the software; Apple has been tuning Siri for the last couple years and the software still returns some irrelevant or awkward results. But Schwartz expects to learn a lot about the product to when he runs the iPhone pilot, and even more when he extends the software to users of the iPad and handsets based on Google’s Android software.“I don’t think it’s gimmicky,” Schwartz said. “I think it’s going to be something that is going to be with us for a long time and as we learn how our members use this I think it’s going to be better and better.”
- A differentiated mobile experience:Mobile banking is most attractive to younger, working people with above average incomes – Forrester 2011Market trends are increased expectations for self-service, mobile apps displacing web, speech input is the current ‘cutting-edge’ – Ovum, Flurry data.Faster results in fewer steps with fewer mistakes:Simplified access utilizing conversational speech, touch, and typeDecrease in the # of taps and screens, shaving off up to 50% off time Multi-modal interface greatly improves consumer experience (consumers mix modes depending on task and location)Increase automation:Expand the functionality of your mobile app without the limitations of deep menu treesCapture precise intent and deflect calls to IVRNMC deployments showed typically a 60% automation rateNMC deployments showed up to a 30% reduction in agent calls (for customers with NMC)Mobile ID&V (deployments show up to 24 seconds agent time saving across all calls / up to 52 seconds agent time saving across calls requiring ID&V)Increased customer satisfaction:NMC deployments showed 20% increase in CSATMobile ID&V deployments show 85% improvement in caller satisfaction for calls requiring ID&VEnhanced brand image:Differentiate your experience with a personal assistant unique to your brandCapitalize on the Siri effect to provide an innovative customer experienceNMC deployments showed NPS increased by 30 points