Customers prefer AI/human combointeractions.6

https://nuance.jiveon.com/docs/DOC-20601

Is your virtual assistant actually assisting people? How to stop wasting your customers’ time and start delighting them.

Sure, they’re massive challenges, but from your customers’ point of view, the biggest problem is the time they waste across engagement channels.

Get your omni-channel engagement strategy right, and your customers will love you for it.

About Nuance Communications, Inc.

Nuance Enterprise is reinventing the relationship between enterprises and consumers through customer engagement solutions powered by artificial intelligence. We aim to be the market leading provider of intelligent self- and assisted-service solutions delivered to large enterprises around the world. These solutions are differentiated by speech, voice biometrics, virtual assistant, web chat and cognitive technologies; enabling cross-channel customer service for IVR, mobile and web, Inbound and Outbound; and magnified by the design and development skill of a global professional services team. We serve Fortune 2500 companies across the globe with a mix of direct and channel partner selling models.

Wait, didn’t chatbots solve all this? Well, kinda. Intelligent automation can have a big impact on customer satisfaction through faster response and resolution times.

Copyright © 2019 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-3656-01-IN VACAI, Mar. 14, 2019

Learn how you can avoid an epic chatbot fail.Get the eBook

See how companies like yours are delivering real business value with virtual assistants and live chat.

Get the eBook

Discover how the Nuance Digital Engagement Platform can help. Visit our infohub

Ready for more intelligent automation?

What’s your biggest customer service challenge?

But on the flipside…

Reducing call handling times?

Increasing agent productivity?

Lowering your cost to serve?

of customers get frustrated when they need to repeat their issues1

89%

66%

say valuing their time is the most important thing for a good online experience2

89% of customers can be retained if companieshave strong omni-channel strategies3

64%

of organizations have improved customer satisfaction through the use of intelligent automation.4

But, too many chatbots don’t live up to the hype. Which explains why Forrester says 2019 will see the beginning of the backlash against chatbots.5

From dumb chatbots to intelligent virtual assistants.

So how do you avoid bad experiences with automation? By expertly designing intelligent virtual assistants that can recognize customer context and intent, and engage people in a conversation that feels human.

A dumb chatbot doesn't know this sentence has seven different meanings, depending on the focus word. But an intelligent virtual assistant does.

And if you can connect virtual assistants with humans, you’ll have a powerful combination to deliver standout customer experiences.

53%18-34 years

55%35-54 years

52%55+ years

SHE never told him that she loved him. (But someone else did.)

She NEVER told him that she loved him. (Not even once in their entire relationship.)

She never TOLD him that she loved him. (She showed it, but never said it out loud.)

She never told HIM that she loved him. (But she told everybody else.)

She never told him that SHE loved him. (But that someone else did.)

She never told him that she LOVED him. (Only that she liked him.)

She never told him that she loved HIM. (She said she loved someone else.)

1 Dimension Data – IT trends in 2018 to stop and think about2 Forrester 2018 Customer Service Trends: How Operations Become Faster, Cheaper-And Yet, More Human3 Dimension Data – IT trends in 2018 to stop and think about4 Capgemini – Growth in the machine5 Forrester Predictions 2019 – Customer Service and Sales6 Capgemini – The Financial Brand - Secret To Digital Banking Success is AI With 'Human-Like' Feel

Today 2:28 PM

Ok, and what night will you be arriving?

Back ContactBad Bot

Hi, I’d like to book a hotel - 3 nights

Ok, how many nights?

in San Francisco 3 nites

Ok, in what city?

San Francisco startingthis Friday

sajflsajfdlsajfdlsajflsajf