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Delivering the next generation service experience… today x Learning from Financial Services and Communicating with 21st Century customers x Intelligent systems to provide precise outcomes whilst making the customer experience effortless and natural x Case studies from utilities and other sectors: insight into leading-edge customer solutions being deployed in the real-world today x Providing a pragmatic balance between differentiation and cost efficiencies http://marketforce.eu.com/events/energy/customer-operations-in-utilities
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© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 1
Delivering the next generation self-service experience… today Sebastian Reeve Director, EMEA Product Strategy and Marketing
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 2
Automated customer service, intelligently delivered.
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 3
Explosion in use of
smart devices Speech & Natural Language
Sets Expectations
Growing
Consumer affinity
for self-service
Consumer expectations shifting to EASY
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 4
Consumers have turned the tables on us in self-service. We introduced IVRs,
ATMs and other automation for the benefit of the Company, but now we can’t
keep up with customer demand for self-service.
Vice President Customer Care
Large US Airline
65%
of consumers
turn to Web first
for answers
55%
of check-ins
35%
of guests at
the Hyatt
1/3
of Tesco
transactions
1.75M
Cashpoints
worldwide
Consumer adoption of self-service
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 5 © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 5
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 6 © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 6
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 7
Pushing consumer expectations further. Expectations for what’s possible are being (re)set all the time
(but not by you)
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 8
Natural Language Understanding eliminates navigation
(complexity)
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 8
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 9
Natural Language Understanding as a strategic imperative?
– Making it easier for BT customers
– Strategic initiative to make it easier to contact and get help from BT
– Focus on ‘Net Easy’ measure
– Asks: How easy it is to deal with BT?
– Substantial improvement already.
– Making it easier to contact Barclaycard by phone
– Interactive Voice Response simplified/faster
– Introducing natural language response
Ian Livingston
Chief Executive, BT Group
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 10
Customer Experience Evolution: Case Studies
Tactical Strategic
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 12
Case Study: NUON
Solution: Natural Language Call Steering – Implemented in 90 days
– Targeted: 88% correctly routed calls - actual is 95%
– Net Promoter Score (NPS) up 6 points
– 25% Reduction in Call transfers between staff
– Return on Investment in ~6 months
Dutch energy provider
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 13
Case Study: Gaz de France Provider of Electricity and Gas in French market
Introducing Zoé!
Zoé has been available on the web 24x7x365 since 2008
delivering 85% FCR for ~260,000 conversations per year.
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 14
Case Study: USAA
– Financial Services Association Serving the US Military and Their Families
– Branchless, 9.4m Members, 24,000 Employees
Financial provider pushing the boundaries of self-service
0
200
400
600
800
1,000
4.0
5.2
6.4
7.6
8.8
10.0
Co
nta
cts
Mem
bers
USAA Members and Contacts (Millions)
Self-Service MSR Assisted Members
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 16
Next generation self-service is here already!
– Leading organisations in utilities and other industries are already mobilising to deliver natural, easy to use self-service
– Natural language understanding plays an important role in recognising why the customer is calling
– Many organisations begin with NLU in the IVR to recognise
immediate experience and efficiency benefits
– Leaders are extending this investment cross-channel to offer
a joined-up customer experience that differentiates their brand
Consumer expectations are moving – and they want EASY
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 17
Thank you Sebastian Reeve – Director Products Strategy & Marketing EMEA
Mobile: +44 7501 458876
Email: [email protected]
Twitter: @rrreevo