Bring Intelligence to Life™ - Voice Conference€¦ · Disruptive Technologies Speech Recognition Artificial Intelligence Biometrics Chatbots IoT devices s ... Enabling “new”

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Bring Intelligence to Life™

Bridging the gap between voice and digital.Seb Reeve

Director Strategic Solutions, Nuance

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

2001

2006 2010 20142012 2016 20182008

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

“My voice is my password!"

2012

2006 2010 20142012 2016 20182008

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2018

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

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2018

1,000,000,000per month

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Car VideoMercedes?

“Hey Mercedes!”

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2018

180 million

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2018

SMS

300 billionSMS messages globally

15 Days 1 Day

100 billionmessages handled by

Facebook, WhatsApp and Apple

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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

…

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Developing the optimal path forward

Meeting

Consumer

Expectations

Assembling the

Right Technology

Capabilities

Design

ExperienceTechnology

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Enabling “new” expectations…

‘AI is the new UI’

to ‘Conversational UI’

to ‘Zero UI’

IVR

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Effort. Loyalty. Value.

+ 40% faster

- 57% less steps

+ 30% checkout rate

+ 4.5% upsell rate

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Sources: Statista, Yahoo! Finance March 2017

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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)

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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

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“Alexa, ask Aviva…”

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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

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– 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

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Bring Intelligence to Life™

Enjoy the day!