reduce customer effort with intelligent self-service. · reducing effort the ceb tower group ()...

White PaperCustomer Service SolutionsCustomer experience automation

Reduce customer effort with intelligent self-service.Challenges abound in customer self-service. Are you ready?

2 White Paper

The challenge of automating customer experience

“May you live in interesting times” is purported to be an English phrase translated from an ancient Chinese curse. There are no actual references to the original Chinese source, however it certainly applies to the state of current-day customer interactions.

For customer experience professionals today, the drivers of these “interesting times” are many.

Strategic differentiation, growing revenue, increasing loyalty, reducing cost, improving the customer experience, reducing customer effort, improving the agent experience, digital transformation, and the path to artificial intelligence are just samples of the streams of influence in developing effective customer self-service interactions.

The all-encompassing question quickly becomes: How do we position our companies’ service chains in light of these diverse forces of change?

This paper presents two concepts to assist in meeting the challenges these forces represent.

The first concept includes five guiding principles for service design:

1. Creating natural interactions that feel almost human-like 2. Providing an intelligent first point of contact 3. Building personalised, predictive self-service 4. Providing contextual awareness 5. Building consistent experiences across channels

The second concept is based on four pillars of intelligent self-service:

1. Speech-based user interfaces 2. Voice biometrics 3. Virtual assistants 4. Conversational IVR

Understanding and implementing some or all of these concepts will help you optimise your existing service platforms, and simultaneously position your business for success in the future.

Customer Service SolutionsCustomer experience automation

3 White PaperCustomer Service SolutionsCustomer experience automation

It’s all about the experienceLet’s start the challenges discussion with a brief scan of the drivers of the experience paradigm. As competitive features in product and pricing have become more difficult to discern, firms have turned to customer experience (CX) as a means of differentiating their offerings and maintaining margins.

Creating promotersIt was Fred Reichheld, a partner at Bain & Company, who, in 2003, created a new way of measuring how well an organisation treats their customers—how successful its efforts are towards generating relationships worthy of loyalty. At its core, the Net Promoter Score (NPS) methodology asks the ultimate question as a gauge of customer loyalty: “Would you recommend our service or product to a colleague or friend?”

The NPS has been adopted by thousands of organisations who want clear metrics on the success (or otherwise) of their customer loyalty efforts.The economic premise behind the methodology is that loyal customers or “promoters” deliver windfall profits to companies through the life time value of the customer, multiple product and service holdings, word of mouth and recommendations to friends and colleagues.

Reducing effortThe CEB Tower Group (www.cebglobal.com) introduced the Customer Effort Score (CES) in 2010. The underlying premise is that customers don’t want to be dazzled; they just want an effortless experience.

Simply put, the CES is the amount of effort a customer needs to exert to achieve their desired service outcome.

CES, as well as frustration, can be high when customers experience:

Multiple contacts per transaction

Channel switching, (moving across channels without carryinginteraction history and context)

Required repeating of information

A self-service system’s lack of understanding and context


Both of these forms of measuring satisfaction support the principles that, when designing service experiences, interactions must be effortless, and drive first contact resolution regardless of channel. These will not only drive customer longevity, but also long term profitability.

The cost imperativeWe can’t forget the bottom line. Mandates to reduce operational costs are, more than ever before, near the top of the list of organisational goals. “You must do more with less” is the ever present mantra. We must optimise, automate and eliminate! Organisational customer service and touch points comprise the majority of a service organisation’s costs (contact centre, back office, branch/store network).

Over the last decade, many different approaches have been explored for cost cutting. Outsourcing, Web self-service, mobile self-service, speech self-service, kiosks, ATMs, and a plethora of productivity driving applications like call recording, quality monitoring, workforce management and workload management have emerged to help realise better, effortless customer experiences at reduced cost.

Digital transformationDigital transformation has become a “buzzword” across the service industry. Consumer expectations have evolved as the devices have expanded to include mobile and Web. In fact, there is an increased demand for self-service since people want the convenience to do it themselves, when and through the channel of their own preference. The demand for automation also goes hand-in-hand with the mandate to address cost issues.

A good example of the depth of the digital transformation journey was provided last year by Deloitte Access Economics in their “Digital Government Transformation Report.” The report found that of the 800 million annual federal and state transactions conducted in Australia each year, 40% are completed using traditional channels – by phone or in person. If this figure could be reduced to 20% over the next 10 years by transitioning to digital methods, productivity, efficiency and other benefits could be achieved by the government – to the tune of $17.9 billion dollars! In addition, savings in time, convenience and out-of-pocket costs to citizens would equate to a further $8.7 billion dollars in savings.

Customers using digital channels want seamless and effortless service across all touchpoints. They are easily frustrated and highly verbal using social media, if they don’t get the kind of service they’ve come to expect.

5

Cognitive technologies and artificial intelligenceThe Deloitte Technology, Media and Telecommunications survey for 2016 predicts that 80 of the world’s 100 biggest software companies will integrate cognitive technologies (natural language processing and machine learning) into their products in 2016.

The study claims Natural Language Processing (NLP) will provide valuable applications in software, dealing with unstructured text, while speech recognition will grow in use for applications that benefit from hands-free modes of operation.

Getting started with artificial intelligence and cognitive technologies will require a strategy and associated plan that can be broken down into discrete, low cost, digestible chunks.

Having laid out some of the challenges and changes that are evident in the customer experience landscape, it is now time to lay out a set of design principles and pillars for intelligent self-service.


6

5 guiding principles of service design for intelligent interactionsWhen designing self-service solutions that people will love to use, consider these five key principles that are required in this new paradigm.


Natural interactions that feel almost human-like

Allow your customers to tell you what they need and accomplish their objectives in a natural, conversational way.

1

2 An intelligent first point of contact

Provide customers with secure conversations in an effortless manner.

Recognise your customer’s intent and then, effortlessly and quickly, determine the best way to support them.

A consistent experience across channels5

As your customers use various self-service touch points, ensure consistency and a conversation that is connected, even if the channels are not.

Contextually aware 4

Provide intelligence that has a memory of prior interactions and use that influence the current interaction.

Personalised, predictive self-service 3

Develop systems that can really understand and anticipate the unique needs of each individual customer.


1. Natural interactions that feel almost human-likeWhen we sit down with friends, family or colleagues to articulate needs, drive understanding or make requests; the discussion follows a process and order until understanding is achieved.

It is through this disambiguation dialogue that mutual, clear understanding is achieved and clear actions can be taken. It should be the same for all your enterprise touch points. The benefit of achieving the understanding up front in the interaction significantly increases the probability of getting the customer’s intent understood, need met, and satisfied. This has a significant impact on effort and satisfaction, transferred interactions, service costs, error rates in back office processes, and errors in costly service delivery. I think this discussion is particularly relevant today with respect to Web search and throwing up hundreds of different potential answers to customer enquiries, and hoping they find their way to the right answer. Result: reduced end to end effort, improved satisfaction, reduced cost to serve.

2. An intelligent first point of contactThat first contact with your customers sets the tone for the entire interaction; and your customer’s perception of your company and service delivery. Identifying them quickly and effortlessly should be hygiene today; not “prove to me it is you, and I will withhold service until you do!” A necessary condition of making identification and verification effortless is a simple and secure means of confirming / authenticating the customer. Two technologies combine well to create an intelligent first point of contact.

Open DialogueBy leveraging open dialogue, you can quickly identify true customer intent.

“Is that an Apple iPhone you are looking for?

“Is it your credit card account you wish to enquire about?”

Once you have identified true intent, you can then set the rules around how onerous (managing the risk) the authentication process needs to be. For low risk transactions, a low authentication threshold can be set. For high risk transactions, e.g. a large funds transfer or bill payment, a higher authentication standard can be designed. In voice biometric terms, this is the false accept / false reject rate.

Did you see that cool red car?

Which one, the Ferrari?

No, no the Mustang.

I love convertible Mustangs!!

Oh yes. The convertible?

Greg

Peter


3. Personalised predictive self-serviceOnce we have accurately determined intent, and we have quickly identified and authenticated the customer, the opportunities abound for driving effortless and effective service. We can accurately retrieve what we know about the customer. We can run predictive algorhythms across their purchasing behaviour or stage in life cycle and prepare a targeted conversation on their next likely need.

We can quickly determine the most appropriate channel to meet their need: mobile application, virtual assistant, automated speech, kiosk, assisted kiosk, counter, call centre agent, expert resource.

4. Contextually awareThe proliferation of mobile devices and real time connectivity has changed all the rules on being contextually aware. We now have real time locational context via mobile application and GPS to add to customer history upon which to make real time service decision. This is where physical customer journeys become really interesting new ground. A terrific example is the journey from the front door to the seat on the plane. How am I navigating traffic, what is the departure time, is the flight on time, how am I transiting the journey from check in, to lounge, to gate, to seat? Greet me, recognise me, make it secure, make it personal. Technologies exist today to make this critical sequence of events an amazing, and effortless experience.

5. A consistent experience across channelsAnd finally, this experience should be designed and executed consistently across channels. From Nuance’s perspective it should be natural and conversational. Make it effortless, make it rewarding. A simple process would look like this:

Speech based user faces will be the new norm for executing omni-channel customer interactions creating effortless, secure, and rewarding customer experiences.

Identify IntentConfirm

customer’sidentity

Apply relevantauthentication

rules

Retrieve /analyse real

time andhistoricalcontext

Identify mostappropriatecustomerchannel

Executecustomer

transaction

9

4White PaperCustomer Service Solutions

Customer experience automation

4 Pillars of intelligent self-service

Achieving these principles can seem like a daunting task but, with four core technologies, achieving a conversational approach to self-service can be within reach. The four pillars include:

1. Speech-based user interfaces

2. Voice biometrics

3. Virtual assistants

4. Conversational IVR

10

Speech-based user interfacesSpeech-based user interfaces are the first pillar of intelligent self-service. They have emerged as the “third revolution” in user interfaces, following the introduction of the graphical user interface controlled by a mouse; and then the touch screen. Today voice recognition, in conjunction with Natural Language Understanding (NLU), are viewed as essential aspects of modern user interfaces.

There are two key factors behind the emergence of these approaches to the user interface:

The rapid growth in content, functionality, services and applications available to consumers via mobile devices has meant the wealth of information is increasingly difficult to organise, find and manipulate. This has resulted in more effort, less satisfaction and lower contact resolution.

The usability problem is further complicated by the fact that there exists a great variability in user interfaces across different devices.

Think about the different interaction modes required as you use your smart TV, car, desktop, tablet, smart watch and connected household appliances. Yet you are probably trying to access a similar set of services across these varied interfaces which can include search, social media, play music, play videos, find instructions, navigation and so on.

In this context, voice recognition and NLU represent a powerful and natural mechanism for identifying customer intent, and significantly compressing the time it currently takes to navigate through layers of hierarchies, screens and Web pages to achieve successful service completion.


Performance overall

Speech’s rapidly improving performance as a means for customers to interact with their preferred service provider

1

2 Visible screen area available

Speech’s ability to overcome the inherent limitations of the screen space available on mobile devices are driving increased adoption and usage of speech.

0

20

40

60

80

100

120

2012 2013 2014 2015 2016 2017

Mill

ions

Enrolled Voiceprints Forecast

Opus Research Report (2014). Voice Biometrics Census

Customer Service Brick Wall

Identity verification hurdles thatfrustrate and are often forgotton:

1. What is your mother’s maiden name

2. What were your last three transactions?

3. What is your address?4. What is your mobile phone

number?5. What is your age?6. What is your PIN/token number?7. Where were you born?8. What is your date of birth?


Voice biometricsVoice Biometrics is the second pillar for intelligent self-service and is the key to intelligent contact.

From a business owner’s standpoint, getting an accurate fix on who the customer is at the very beginning of the customer journey or interaction, allows immediate retrieval of their customer history and potential context for the contact. This enables companies to execute an informed and effective customer experience. By identifying the customer accurately, they can accurately be routed to the right channel and application (mobile, Web or interactive voice response [IVR]) to quickly fulfil their needs.

Voice biometrics replaces the “customer service brick wall” challenge that most organisations place in front of their customers today through inflexible question and answer challenges.

Increasingly, intelligent fraudsters have compounded this challenge forcing companies to increase the number, complexity and difficulty of questions that comprise the “customer service brick wall.”

The final indignity occurs when the customer fails the ascent of the “customer service brick wall.” They are told to visit the store or branch in person with proof of identity. Sadly, this is usually the final straw, and customers often terminate the relationship with the company.

Voice biometrics can provide an intelligent solution to these issues. It can be delivered in two forms: active and passive, and can be used as a unified credential across channels.

Active biometricsActive voice biometrics involves the use of a “vocal password.” For example, customer could be asked to say a simple passphrase: “In Australia, my voice is my password.” This is a tremendously flexible and secure mechanism for providing customers with access to all customer touch points: IVR, call centre, branch, mobile device, Web, kiosk, and check-in, resulting in improved security, reduction in cost associated with fraud, and enhanced customer convenience.

Passive biometricsWith passive voice biometrics, verification occurs after the interaction begins. This also creates a convenient and compelling customer experience since it is non-intrusive and is performed simply as part of the ongoing dialogue between the customer and the service agent.


Virtual assistantsThe third pillar of intelligent self-service is virtual assistants.

Virtual assistants are digital personas that deliver personalised, effortless customer service through a human-like conversational interface using mobile and Web devices. Virtual assistants engage users via voice or text based conversational dialogue to guide them to successful outcomes rather than forcing customers to sort through long lists of search results or navigate complex menus and screens.

Mobile virtual assistantsMobile applications have become an integral self-service channel for today’s businesses. Voice-enabled personal assistants are making smartphone users comfortable with asking a device, rather than a person, for information in a natural, unstructured, and conversational way.

Mobile virtual assistants are turning smartphones into voice-enabled customer service assistants that not only understand what is said, but who’s saying it, thereby transforming mobile apps into powerful engagement tools that make it easy for customers to serve themselves successfully.

Mobile virtual assistants provide a multimodal interface that makes interacting with mobile applications easier, more productive and enjoyable. Users choose the interaction type they prefer and move freely between conversational speech, touch, and/or type within a given task or transaction.

Web virtual assistantsA company’s Website is often the first place people go to find information or get answers. Depending on how users phrase their queries, current search and FAQ functions have difficulty extracting the user’s specific intent, forcing them to sift through pages of potential results for answers with limited success. Assisted service channels like live chat offer a higher resolution rate and a more personalised experience, but are expensive to staff.

Intelligent Web virtual assistants provide businesses with the means to offer customers excellent service while also improving operational performance. Customers are engaged naturally using a human-like, text based conversational interface to bring brands to life, increase conversion rates and provide an easy, quick and accurate way to obtain information and service, as well as transact business.

Cross-channel interactionsThe latest virtual assistant technology incorporates multichannel awareness – knowing when to connect the customer to the right place or person and sending along full context of the interaction up to that point for a seamless cross-channel experience. Emulating your best live agent, your conversational virtual assistant becomes your brand ambassador, the omnipotent guide to your content and the reassuring voice of your organisation. Additionally, by improving self-service interactions, your virtual assistant can reduce inbound call volume to the contact centre, another cost-saving benefit.

Nina Virtual AssistantSphere Bank

Nina:Hi, I’m Nina, Sphere Bank’s Virtual Assistant. How can I help you?

What is your mortgage rate for a 15 year fixed loan?

Hi, I’m Nina, Sphere Bank’s Mobile Virtual Assistant. How can I help you?

Mobile virtual assistants turnsmartphones into voice-enabledcustomer service assistants.

Emulating your best live agent, aconversational virtual assistant becomes your brand ambassador, guiding customers to the informationthey need, quickly and easily.


Conversational IVRAlthough the Web and mobile channels are growing by leaps and bounds, a significant percentage of customers continue to prefer phone for self-service, especially when used as an escalation channel. Far too many IVR systems still employ touch-tone interfaces that force callers to choose from a fixed set of menu options by pressing buttons on their phone. Many other IVR systems use directed dialogues limiting callers to a small number of specific spoken inputs and a simple, rigid call flow. When interacting with these systems, callers cannot easily change their minds, recover from mistakes, skip steps or add relevant information.

A well designed IVR virtual assistant delivers a superior self-service experience by engaging in a conversation with the caller. It asks an open-ended question – like “How can I help you?” allowing the caller to describe his or her needs in their own words, such as “Yeah, I have a question about my statement.”

A Conversational IVR recognises the meaning of the spoken input, determines the caller’s intent and routes the call appropriately – to the information needed, to perform a transaction, or to the appropriate agent – often in a single step.

Directed DialogueNatural Language Understanding

14

Case studiesIntelligent self-service is used by companies within multiple industry verticals around the globe. The recognised successes in these deployments provide crucial data in building intelligent self-service solutions for customers.

Speech-based user interfaces

Domino’s PizzaThe recognised world leader in pizza delivery, Domino’s Pizza, found its voice in 2014. Domino’s voice ordering persona, Dom, marked a true first within both traditional and e-commerce retail. The landmark ordering experience continues to attract more and more mobile customers due to its ease of use and Dom’s positive attitude and professionalism.

Dom’s introduction to the marketplace marked the first time this type of technology innovation was promoted nationally. The customised virtual assistant within the Domino’s mobile app lets customers simply speak, using natural language, to place their order.

Delta Air LinesDelta Air Lines has been proactive in using Conversational IVR to improve the customer experience of 36 million callers per year. Prior to the deployment of NLU technology, the airline had experienced serious challenges with the volume and complexity of the calls it handled – resulting in customers remaining in the IVR for a long period of time, as well as repeating information already given earlier in the call.

Today, customers calling Delta Air Lines are quickly identified by their phone number (Automatic Number Identification - ANI) and are greeted by name. Customer and organisational wins include greatly improved customer experience resulting from superior call handling, reduction in misrouted calls, shortened call-handling times and contextually aware interactions based on customer profile information. Delta’s ROI benefits include reduced telecommunication costs due to self-service capabilities. Since launching the IVR powered by NLU in November 2013, Delta has saved more than $3M (US) in telecommunications costs.

More importantly, Delta has received high ratings from customers based on their experience with understanding the menu, navigating the system, the clarity of information and the overall experience.


$3M (US) saved intelecommunications costs

$3M

5% increase in call containment

5%

27% reduction in mainmenu opt-out

15% reduction in misroutes

15%

27%


Voice biometrics

Australian Taxation OfficeAustralian Taxation Office (ATO) has embraced voice biometric technology to provide callers with an efficient and secure means of identity verification. The ATO receives approximately 7.2 million calls per year from the community, and prior to implementing Nuance’s voice biometrics, around 76% of these calls required an ATO agent to verify the caller’s identity, at a cost of 75,000 hours per year of agents’ and customers’ time. ATO has over 2.3 million customer voiceprints enrolled (May 2016). After a one-time, one minute set up process in which the customer repeats “In Australia, my voice identifies me” three times; authentication for subsequent calls takes a few seconds. This enables the customer service agent to dive straight into dealing with an inquiry.

In late 2015 the ATO further expanded its voice authentication program by integrating Nuance’s voice biometrics technology into its mobile app. This second-phase implementation offers taxpayers voice biometrics authentication across its suite of online services, accessible through the ATO app. A major benefit of the ATO’s multi-channel voice biometrics program is that taxpayers, who choose to participate, only need to enroll in the program once then they simply authenticate themselves by saying, “In Australia, my voice identifies me.”

Barclays Wealth and Investment ManagementBy the end of 2015, 12 million customers of Barclays Wealth and Investment Management division were using voice biometrics authentication to access their accounts via phone. The division has been recognised for being the first organisation in the world to deploy a passive voice security service with the primary aim of transforming the customer service experience.

Their international banking customers are automatically verified as they speak with a service centre executive. Not only does this decrease the authentication time by 20 s, the approach enables service teams and relationship managers to focus on clients’ needs, rather than the mechanics of authentication.

47 seconds saved in authentication

47secs

2.3M voiceprints enrolledand growing

2.3M

84% of Barclay’s frequentcustomer callers enrolled in

less than five months

5% reduction in call times for animproved customer experience

95% of callers have successfullyenrolled their voiceprints

5%

95%

84%


Banco SantanderAs the first financial institution in Mexico to offer a voice biometric solution, Banco Santander has established its position as an industry leader in technological innovation.

To enroll in the voice biometric authentication system, customers are first identified with knowledge-based questions (account number, PIN) and are then prompted to repeat the pass-phrase “En Banco Santander mi voz es mi firma” (at Banco Santander my voice is my signature) three times - a seamless process. The next time an enrolled customer calls, they are asked to provide their account number, and passphrase, and are authenticated with their voice.

The bank has over 10 million customers and, prior to the voice biometric implementation, the bank was handling over 3 million calls per month (55% IVR services/45% agent-served). In the initial nine months after deployment, one million voice-prints were enrolled. By the end of 2015, 4.2 million customers were enrolled, keeping Banco Santander on its desired trajectory to recoup its investment in three years.

Virtual assistants

Jetstar AirwaysAsk Jess uses advanced technology to deliver a conversational experience that simulates a human interaction. It offers the best in online self-service, with the system not only understanding the customer’s words, but also their intent. Ask Jess engages in over 220,000 conversations per month and is resolving 80% of guest queries over the Web upon first contact. She has been credited with transforming the company by fielding questions on their Website, slashing wait times and ultimately freeing up the call centre for more complex queries. End result is happier customers.

The hundreds of thousands of ‘conversations’ handled by Jess are evidence that people are confident when they interact on the Internet rather than face-to-face. With each typed conversation, Jess becomes more knowledgeable while Jetstar’s staff monitor Jess’s interactions daily to continue tailoring responses. Ask Jess is capable of answering hundreds of questions across a range of categories. The virtual assistant’s ability to evolve and hold contextual conversations with customers continues to grow as more visitors to Jetstar’s Website interact with Jess on a daily basis.

42 million voiceprints enrolledby the end of 2015

4.2M

Banco Santander is ontrack to recoup investment

within 3 years

3Y ROI

See why – watch this video. (or view at http://bit.ly/1PWFZk6)

http://bit.ly/1PWFZk6

http://bit.ly/1PWFZk6


SwedbankIn 2014, Swedbank handled 3.6 million customer interactions, more than two million of which were basic informational queries. With the majority of their customers using digital channels, the bank realised it needed to transform its inbound customer interactions to a self-service approach.

Customer satisfaction continues to grow while those calling in to the contact centre have experienced a significant reduction in wait times; today the average answer time is a couple of minutes compared to 45 to 60 minutes prior to the deployment.

Within just three months of Swedbank’s virtual assistant persona being deployed in late 2014, an average of over 30,000 online conversations per month were being handled and resolved by the virtual assistant. Today, the bank’s 700 contact centre agents have been freed up to focus on value-added activities such as up-sell and cross-sell.

58% of Swedbankcustomers bank digitally

78% first contact resolutionby the virtual assistant

80% of customers log intoa digital channel monthly

58%

78%

80%


Wrap upThese are indeed “interesting times” for customer experience leaders. This paper has presented many ways to achieve both cost savings and customer contact that delivers an experience that will help create brand loyalty.

When considering customer experience automation, it is critical to build experiences that:

By incorporating these principles into your automated customer experience, you’ll give your customers the type of service they want – and you’ll gain cost efficiencies that’ll help your bottom line.

To learn more, visit australia.nuance.com or email us at [email protected]

Create natural interactions that feel almost human-like

Offer an intelligent first point of contact

Greet customers with personalised, predictive self-service

Provide contextual awareness

Build consistent experiences across channels

http://australia.nuance.com

mailto:customerexperienceexperts%40nuance.com?subject=


Additional resourcesCheck out these additional resources to optimise your customer experience automation.

Benefits of refreshing the IVR

Renowned analysts Frost & Sullivan explore how refreshing your IVR improves loyalty and reduces costs.

Get the report >

New rules of call containment

In the face of the seemingly impossible task of boosting customer satisfaction while cutting costs, increasing call containment is one of the key strategies you must master.

Learn the 3 new rules of call containment>

The millennialization of customer service

Across generations, what do your customers want in a customer experience? Find out in this report.

Get the research >

American Airlines (US Airways) reaches new heights in customer service

Discover how the airline is improving customer service with a fast, personalized self-service IVR system.

Read their story >

http://www.nuance.com/ucmprod/groups/enterprise/@web-enus/documents/resourcelibrary/nc_036752.pdf

http://rcurl.com/Documents/138



Copyright © 2016 Nuance Communications, Inc. All rights reserved. Nuance, and the Nuance logo, are trademarks and/or registered trademarks, of Nuance Communications, Inc. or its affiliates in the United States and/or other countries. All other brand and product names are trademarks or registered trademarks of their respective companies.

NUAN–CS–2784–01–B, Jun 22 2016

About Nuance Communications, Inc.Nuance Communications is reinventing the relationship between people and technology. Through its voice and language offerings, the company is creating a more human conversation with the many systems, devices, electronics, apps and services around us. Every day, millions of people and thousands of businesses experience Nuance through intelligent systems that can listen, understand, learn and adapt to your life and your work. For more information, please visit nuance.com.


https://www.facebook.com/nuanceenterprise

https://twitter.com/nuanceent

http://bit.ly/1MPN4Ds

https://www.linkedin.com/company/nuance-customer-experience?trk=biz-companies-cym

mailto:customerexperienceexperts%40nuance.com?subject=