bring intelligence to life™ - voice conference€¦ · disruptive technologies speech recognition...

© 2018 Nuance Communications, Inc. Al l rights reserved.

Bring Intelligence to Life™

Bridging the gap between voice and digital.Seb Reeve

Director Strategic Solutions, Nuance


“In your own words, please tell me what you’re calling about?”

2001

2006 2010 20142012 2016 20182008


“In your own words, please tell me what you’re calling about?”

“My voice is my password!"

2012

2006 2010 20142012 2016 20182008


2018

6 billionconnected “things” will be actively requesting support from AI platforms [Gartner]


2018

1,000,000,000per month


Car VideoMercedes?

“Hey Mercedes!”


2018

180 million


2018

SMS

300 billionSMS messages globally

15 Days 1 Day

100 billionmessages handled by

Facebook, WhatsApp and Apple


Consumer expectations.

Disruptive

Technologies Speech Recognition

Artificial Intelligence

Biometrics

Chatbots

IoT devices

Inn

ova

tive

Ex

pe

rien

ces

ConsumersBaby Boomers

Millennials

Gen X, Y, Z, …

Ex

pe

cta

tion

s

EnterprisesFinancial Services

Telecommunications

Travel & Transportation

Utilities

Retail

Government

…


Developing the optimal path forward

Meeting

Consumer

Expectations

Assembling the

Right Technology

Capabilities

Design

ExperienceTechnology


Enabling “new” expectations…

‘AI is the new UI’

to ‘Conversational UI’

to ‘Zero UI’

IVR


Effort. Loyalty. Value.

+ 40% faster

- 57% less steps

+ 30% checkout rate

+ 4.5% upsell rate


Sources: Statista, Yahoo! Finance March 2017

Bu

dg

et

Time

Exp

ecta

tio

n

The “oh sh*t”

moment

Conversational Tech Deployment Pattern

-

1.000.000

2.000.000

3.000.000

4.000.000

5.000.000

6.000.000

7.000.000

8.000.000

9.000.000

10.000.000

Monthly Contact Volumes

Call Volume Nina Volume 6 per. Zw. Gem. (Call Volume) 6 per. Zw. Gem. (Nina Volume)

0,00

2.000.000,00

4.000.000,00

6.000.000,00

8.000.000,00

10.000.000,00

12.000.000,00

Monthy Contact Volume

IVR Nina 11 per. Zw. Gem. (IVR) 9 per. Zw. Gem. (Nina)


Maturing Voice Solutions

Design once,

deploy many

Journeys,

not touch-points

Uncover opportunity

and optimize

More channel support

Deeper integration between

Voice and Text VAs

Deflection: “X” to Digital

Cross-channel visitor profiles

Voice-over-digital / WebRTC

Human-Assisted Learning

Derive Intents and Dialog

from unstructured sources

1 2 3


“Alexa, ask Aviva…”


Reuse of IVR Intents with Digital/IoT?Or vice-versa?

User chat input VA user question

Caller response

transcriptionIVR meaning

User input Intent

Avg length: 10 words

Avg length: 3 words

170 Intents

120 Intents


– The business case is where your users are now

– “Build it and they will come” can be slooow

– Voice conversations are very valuable for service and sales

– Ignore Text at your peril

– Launch & learn, don’t be afraid to fail (a little)

– There’s no substitute for real data

– Driving increments improvements in ML can be hard work

– Look for reuse across channels where it makes sense

Final thoughts

bring intelligence to life™ - voice conference€¦ · disruptive technologies speech recognition...

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