powering the future of intelligent customer engagement...© 2020 nuance communications, inc. all...

Customer eXperienceSummit 2020#CXS20NA

POWERING the future of intelligent customer engagement

© 2020 Nuance Communications, Inc. All rights reserved.

Happy agents = Happy customersFebruary 2020

© 2020 Nuance Communications, Inc. All rights reserved. 3

Presenters

Josefine FouargeSr. Principal Solutions Marketing

Bridges SmithDirector Product Management,

Intelligent Engagement Solutions

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Reality about being a contact center agent

What I really do What marketers think I do

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Expectations for agents are growing

Chat agents Asynchronous agentsCall agents

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Call agents

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Job description for a call agent

Job descriptionSupport one customer at a time during 1-on-1 phone engagements

Skills required

ChallengesCall agents

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Challenges

Skills required

Job descriptionSupport up to 3 customers at a time during text-based engagements

Job description for a chat agent

Chat agents

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Job description for an async agent

Job descriptionSupport unlimited* customers at a time during text-based engagements

Skills required

ChallengesAsynchronous agents

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How customers behave

70%75% 1.3One engagement Avg engagements

per conversationRe-engagement within one hour

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Channel-specific agent response SLAs

<30 sec

Initial Response Time

Current SLA

Average Response Time

92%85%

70%

54%44%

0%

50%

100%

1-15

16-3

0

31-4

5

46-6

0

61+

CSA

T

Seconds

Impact of Average Agent Response Time on CSAT

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Asynchronous conversations last longer

Customer Response Time

+39%(108 sec vs. 77

sec)

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What challenge do they all have in common?

Chat agents Asynchronous agentsCall agents

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AI empowering agents

Agent assistance Agent training

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Agent Coach provides AI-driven next-best-action

recommendations based on customer conversation

Optionally filter recommendations while

the agent is typing

Age

nt C

oach

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Leverage the benefits of asynchronous conversations

Use AI to provide relevant information

Address your agents’ unique challenges

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© 2020 Nuance Communications, Inc. All rights reserved.

Thank YouQuestions:Josefine.Fouarge@nuance.comBridges.Smith@nuance.com

Customer eXperienceSummit 2020#CXS20NA

POWERING the future of intelligent customer engagement