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Nuance IQ The
Innovation Quarterly Magazine
Human-AI
Spring ‘19
Interaction
A LOOK AT HOW
WE CAN TEACH
AND LEARN
FROM AI.
INSIDE:
Royal Bank of
Scotland fights
fraud with biometrics.
Riyad Bank
harnesses the
power of voice.
What the? Discovering
the path of least
resistance for
automated dialog
design.
TAG, you’re it!
Spring ‘19
In this issue
Catching the innovation
wave @Nuance p3
Issue spotlight
Why humans and AI must
learn together. p4
Inside innovation
The journey from
prototype to product. p6
On the front lines
TAG, you’re it! p8
Innovation heroes
RBS Group fights fraud
and protects customers
with Nuance voice
biometrics. p9
Riyad Bank first in Middle
East with Nuance voice
biometrics. p10
Welcome to Esurance and modern
customer engagement.
Nuance Innovation Quarterly p11
I’m excited to welcome you to the very first issue of Nuance Solution showcase
Innovation Quarterly (Nuance IQ for short). Agent AI. p12
Each quarter, we’ll zoom in on a key issue or an emerging Expert insights
trend in AI innovation, seeking out expert insights and real- Stories you’ll want to
world experiences that throw fresh light on the topic. We’ll also read. p14
be sharing details about some of the innovations we’re most - How to make a difference in
excited about here at Nuance. the world.
- Designing effortless customer
journeys.
In this inaugural issue, we’re looking at the human-AI - Creating a bionic contact
interaction, discovering how humans and AI can learn from center agent.
each other to form a powerful partnership that can redefine
customer engagement. Upcoming events p14
- Opus Intelligent
We’ll take you behind the scenes of an ambitious innovation Authentication Conference /
June 4 - Munich
project. We’ll look under the hood of some of our new
- Cisco Live 2019 / June 9 -
technologies that are enabling the human-AI interaction. We’ll San Diego
hear from RBS Group and Riyad Bank about the business - Genesys Xperience / June
benefits they’re getting from innovative technologies. And we’ll 10-13 - Denver
also introduce you to some of the pioneers who are helping - Customer Contact Week
Conference / June 24-28 -
to harness the combined power of intelligent technology and
Las Vegas
human ingenuity to revolutionize customer engagement.
Comic relief
Nuance IQ
Innovation Quarterly Magazine
Thanks for reading—I hope you enjoy our first ever issue of
Nuance Innovation Quarterly.
Signs of intelligence. p15
George Skaff, VP, WW Marketing, Nuance Enterprise
INNOVATION 3
Catching the Innovation is at our
innovation wave
core. Check out what
we’re delivering to
@Nuance
drive better business
outcomes and more
intelligent customer
engagements.
Nuance Agent AI Nuance® Pathfinder™ Security Suite
Nuance Agent AI combines Nuance Pathfinder Nuance Security Suite
machine learning and NLU dramatically reduces helps enterprises thwart
technology to empower the time it takes to build omni‑channel fraud through
agents with real-time insights, intelligent virtual assistants a layered offering of artificial
helping them understand capable of having natural, intelligence technologies,
customer intent, select the contextual conversations with including voice and behavioral
next best action, streamline customers. Until now, training biometrics, intelligent channel,
authentication, and prevent a virtual assistant to specialize geo and network detectors
fraud. And with the ability in industry-specific dialog was and ConversationPrint™ and
to mine insights from a manual, time-consuming DevicePrint algorithms.
conversational data, it can process prone to human error.
also tweak agent scripts But with Nuance Pathfinder, Together these technologies
based on previous dialog companies will be able to train can identify legitimate
flows. conversational AI models and customers through the sound
construct complex dialogs of their voice, location, device
Using Agent AI, agents can with ease. and the way they talk, tap and
assist customers faster, type—flagging when a call
without having to search Using a combination of or online interaction is likely
through an impossible amount machine learning and Nuance fraudulent by analyzing typical
of data in manuals and AI innovations, Nuance conversation patterns, voice
knowledgebases. Agent AI Pathfinder analyzes existing characteristics and other
can even improve the training chat logs and call transcripts aspects of a communication,
of new and existing agents by to automatically build dialog identifying perpetrators whose
giving contact center leaders models for intelligent two- profiles do not match those of
insights drawn from across way conversations that a given customer.
the entire customer journey, solve customers’ problems
helping them continually fast. The AI-driven system Discover how RBS is fighting
optimize the customer will bring new opportunities fraud with Security Suite on
experience. to enhance the customer page 8.
experience and reduce the
Humans and AI need to cost to serve across a wide
work together. Learn why on range of industries.
page 12.
Follow our journey from proto
type to product on page 6.
4
Why
humans and AI
must
learn
together.
Tell people you
work in artificial
intelligence, and it’s
likely they’ll look at
you like you’ve just
said you work for
Skynet and you’re
busy arranging
the downfall of
humankind.
ISSUE SPOTLIGHT 5
P
eople are afraid of AI. Perhaps on its own. AI can easily recognize over to a human (with the AI learning
they’re not afraid of being wiped natural language. The best AI can even from the actions taken).
out by murderous robots, but recognize the intent behind the words.
they’re certainly afraid of being replaced But no machine can recognize something There are also emerging roles for
by machines. like sarcasm—that takes human empathy humans in supervising AI, analyzing
and a native understanding of the the conclusions AI models reach and
And on the other side of the coin, there nuances of conversation. approving the actions recommended by
are the big tech firms who’ll tell anyone machines. As pioneers in AI technology,
who’ll listen that it’s all true—machines Teaching a new dog old tricks we all have a responsibility to ensure our
really can do anything we can do. In a business context, humans and AI models learn and behave in an ethical
(They’re wrong, by the way.) must work together to make both more and sustainable way.
effective. A recent survey found that
Both these attitudes are based on a companies that encourage and enable The teacher learns from the student
common misconception. While AI tech collaboration between humans and AI All this talk of training and supervising AI
is good, and getting better all the time, see their AI initiatives deliver significantly might make it seem as if the lessons only
there’s plenty it’s just not that good at better business results across a range of flow one way. But of course, AI models
and won’t be any time soon. The fact is, financial and operational measures. can teach us a huge amount and show
AI has a lot to learn from humans, but it us things we might never have seen
can also teach us things we could never One part of this collaboration is the without them.
have learned on our own. role humans play in the training and
supervision of AI systems. AI models With lots of data and a distinct outcome,
So far, so simple are far superior to humans at using a machine will produce astounding
The reality of AI is that the domains vast quantities of data to quickly results. DeepMind’s AlphaGo Zero didn’t
where machines excel are relatively identify patterns and anomalies, and learn the ancient game of Go by playing
simple. Rules-based systems are at recommending the best actions against humans (it was simply taught
excellent at things like playing chess, to achieve a defined outcome. What the rules of Go and left to play itself).
converting phrases into actions the they’re not so good at are things like By the time it got around to playing—
machine should take, and even driving empathy, compassion, and emotional and beating—the world’s best human
cars. They can answer simple customer intelligence—areas where humans beat players, it had invented strategies unseen
service inquiries, but even the most machines every time. in the game’s 2,500-year history.
advanced deep learning neural networks
are incapable of achieving common In the world of conversational AI, humans It’s this ability of machines to find
customer service goals like building must train machines how to interact previously unseen ways to deliver
brand loyalty, for example. with humans, not just how to recognize a known outcome that’s led
unusual idioms and regional accents. AI biopharmaceutical companies, for
If even we humans haven’t figured algorithms must also be taught how to example, to invest in AI programs to
language out yet (most linguists agree perform the tasks we need them to do, accelerate drug discovery and unlock the
they’re still just scratching the surface), and to recognize when a task is beyond secrets of treating previously untreatable
we can’t expect AI to figure it out their capabilities, so it can be handed diseases.
Humans and AI: learning together
One thing unites all of history’s we can learn from these tools, finding
technological advancements—from the ways to do things differently: better,
wheel to Alexa. They all provide tools to faster, simpler. Many of us will have to
augment human capabilities, but none of work differently and learn new skills to
them replace human ingenuity, creativity, make the most of the AI opportunity, but
and empathy. our old, human skills will be invaluable to
help machines support us, rather than
Today, our AI tools can learn from us replace us.
and become better tools as a result. And
(1) Collaborative Intelligence: Humans and AI Are Joining Forces, H. James Wilson
and Paul R. Daugherty, Harvard Business Review, July-August 2018
6
How can a large
enterprise innovate as
INSIDE INNOVATION:
fast as a startup? That’s
the question Nuance’s
The journey from
Technology Advancement
Group (TAG) has set out
prototype to
to answer. product
TAG’s Paul Tepper takes
us behind the scenes of
the innovation process
to witness the birth of
Nuance Pathfinder—a
revolutionary tool for
automated dialog design.
A step-change for dialog design process and it’s very difficult to scale,
Designing dialog for conversational AI is so we’d been thinking for a long time
hard. Really hard. about how to automate dialog modeling.
We wanted to change the But when we started to get access to
Look around, and you’ll find lots of economics of building high-fidelity conversation transcripts,
DIY and open source tools for building conversational AI systems— everything got a lot clearer.
chatbots and virtual assistants with and we did it by enabling
natural language understanding (NLU) That’s when Nuance Pathfinder started
data-driven design.
capabilities. That’s the easy part. But to take shape—the idea that we could
the trouble is, while NLU can extract create a machine learning technology
meaning from language, it can’t do for our customers, we knew there was a that could analyze thousands of call
anything with that meaning. That’s the need to change up the design process, transcripts and chatlogs to automatically
hard part. both to help our designers work more identify customer intents and map
efficiently and to help our customers
Getting the right actions from customer design for themselves. We wanted
intent takes a deep understanding of to change the economics of building
the art and science of dialog, which conversational AI systems—and we did it
means you can’t build a successful by enabling data-driven design.
system without experienced conversation
designers. And there aren’t many of An innovation is born
those to go around. Until now, designers have had to
manually build dialog models based on
So, while we have plenty of conversation the information they glean from meetings
designers at Nuance creating systems with SMEs. It’s an inherently error-prone
INSIDE INNOVATION 7
conversations. Nuance Pathfinder 1. Make sure you’re focusing on a
reduces the time and effort of the most real business problem
labor-intensive steps in the design The best way to do that is to
process for conversational AI: manually prototype quickly and get early People will react much more
labelling data to train the model and feedback from users. They’ll soon tell positively to a demo of a
writing the dialog for virtual assistant and you if you’re solving a problem that working prototype than to a
chatbot scripts. doesn’t really exist—and they can also 75-slide PowerPoint about
be a valuable source of new ideas
what you’re planning to do.
Nuance Pathfinder’s intent discovery that you may never have thought of
algorithm analyzes customer yourself.
service interaction data and groups A huge part of Nuance Pathfinder’s
conversations together according to On Nuance Pathfinder, we used success was that we got an early
customer intent, cutting down on manual DevOps tools like Docker Containers insight into the visualizations users
labelling effort. Then it builds a visual and Kubernetes to help us get started liked, so we knew what direction to
representation of all the paths these quickly and iterate at speed based on take with our user interface. Those
conversations take, highlighting the best user feedback. visualizations also gave users that
paths to resolution and revealing hidden magic “aha!” moment, when they saw
issues. 2. Remember—a fast start can lead exactly how the product could help
to a slow finish them.
A tale of two teams Moving quickly in the prototype
The intent discovery technology stage can mean you’re left paying off Our customers show us the way
was the brainchild of our Corporate technical debt with QA and testing When we first started showing Nuance
Research team. They’d been working at the other end of the product Pathfinder to customers, they quickly
on replacing manual tagging processes development cycle. QA and testing spotted a new opportunity to make the
with unsupervised learning tech for will have to happen sooner or later, most of the technology’s capabilities.
some time. My colleagues and I in the so figure out a balance you’re They could see enormous value in using
Technology Advancement Group saw comfortable with between initial Nuance Pathfinder’s analysis of customer
an opportunity to start using that tech to acceleration to prove your hypothesis service conversations to find ways
create dialog models. and overall project speed to get your to optimize customer engagements,
product to market. accelerating resolution and reducing the
The collaborative relationship between cost to serve.
these two innovation teams is built on 3. Form close ties with product
years of working together to productize management One customer we’re working with
advanced research, like the Human Nobody likes to feel they’re being plans to use data-driven insights from
Assisted Virtual Assistant (HAVA) that’s cut out of the loop, so ensure your Nuance Pathfinder to identify where
now branded as Nina Coach. innovation teams have clear lines of new or updated scripts can help its
communication and collaboration contact center agents serve customers
So, to maintain the momentum of with product managers. This can stop more effectively. It’s also looking at
Nuance Pathfinder’s development, we any resentment building up, but it using Nuance Pathfinder to find areas
decided to productize it ourselves, rather can also give you invaluable insights of customer engagement that are good
than turn it over to R&D and lose time into how to get products to market candidates for automation.
getting the engineers up to speed on successfully.
what our teams had done so far. We
The innovation process –
knew that a fast patent and rapid time- On Nuance Pathfinder, I actually
to-market were critical to maintaining became a product manager to really always a work in progress
Nuance’s leadership in conversational embed myself with that team and
AI innovation. foster the collaboration that’s been an Like many large enterprises, we’re
important part of the project’s success. always looking for ways to innovate
Lessons from the innovation faster and better. Right now, we’re
frontlines 4. Sell your idea with great visuals finding our way through trial and
Of course, in all the excitement of and working demos error, figuring out which parts of the
bringing an innovation into the world, it Bringing your concept to life with process work, and which don’t. But
can be easy to lose sight of what’s really great-looking visuals gets people on we understand what it takes to create
important. The experience of taking board faster. And people will react something entirely new—and now
Nuance Pathfinder from prototype to much more positively to a demo of a we’re using the deep experience of
product has taught me some valuable working prototype than to a 75-slide innovation across the TAG team to
lessons: PowerPoint about what you’re start innovating the innovation process
planning to do. itself.
8 FRONT LINE
TAG gives Nuance
customers access
to a large pool of AI ON THE FRONT LINES
research expertise
to help them develop TAG, you’re it!
and deploy powerful
new capabilities
tailored to their
specific needs.
Meet the Nuance The TAG team leaders solutions. And then I get to
Technology Meet two of our TAG leaders. My most memorable work with our product and
innovation project is… R&D teams to find the right
Advancement Group My current one— Nuance technology to build those
The Nuance Technology PAUL TEPPER
Head of AI Lab Pathfinder. It stands out for solutions.
Advancement Group (TAG) me personally as I led the
combines advanced AI Paul is responsible for setting
Nuance’s AI strategy and team to bring it from idea to TAG helps Nuance
research with customer prototype and all the way to customers by…
collaboration to discover and leading product development
for AI, machine learning, a first-of-its-kind product that Delivering new products and
incubate the next generation will fill a critical gap in the way solutions that can address
of AI-powered customer and natural language
understanding products. Paul conversational AI systems are the very specific needs of
engagement solutions. designed today. large enterprises, that follow
has studied and worked in the
field of dialog systems and our conversational design
The group focuses on EDUARDO OLVERA best practices, and that
conversational AI, predictive NLP for 20 years, with over
a decade of experience in Director of User Experience can be deployed according
AI and analytics through three Eduardo has worked to customers’ needs, on
workgroups: software development and AI
research. on international voice top of an enterprise-grade
user interfaces for many framework.
AI Lab of the world’s biggest
Aligns advanced AI research Being on the TAG team is
exciting because… enterprises, giving him a My most memorable
with the unique needs of deep understanding of innovation project is…
forward-thinking enterprises. I get to help build new
things with cutting-edge the user and business Working with a major airline to
technology, informed by challenges of conversational, redesign its phone application.
Engagement Services multilingual, and multi-modal Everyone was dreading the
Helps enterprises prioritize frequent interactions with
our customers and an omni-channel application redesign because we knew
and create roadmaps for design, development, and how complex designing the
innovative AI implementations understanding of their
problems and pain points. implementation. dialog would be. But by taking
that deliver tangible results. a user-centric approach
TAG helps Nuance Being on the TAG team is that followed conversational
Corporate Research team exciting because… principles, we were able
Collaborates to develop customers by…
Building product innovations I have the opportunity to to create a robust, highly-
the core algorithms and work with some of our most effective system that the
foundational technologies of that deliver tangible business
benefits, like Nuance innovative customers to airline’s customers love.
tomorrow’s AI solutions. identify relevant problems,
Pathfinder, Project Nearby
and Nina Coach. worthwhile goals, and feasible
INNOVATION HEROES 9
RBS Group fights fraud and protects
customers with Nuance voice biometrics.
How do you protect 19 million banking customers from fraud? RBS Group uses
“With Nuance voice biometrics, we
Nuance voice biometrics technology to quickly detect fraud attempts coming into its get a clearer view of customer and
call center and disrupt organized crime activities across all its customer engagement fraudster behavior, so we can keep
channels. genuine customers protected and
take the fight to the criminals who
The Royal Bank of Scotland Group (RBS Group) is a private banking and insurance are targeting their accounts. ”
holding company, based in Edinburgh, Scotland. RBS Group operates a wide Jason Costain, Head of Fraud Strategy and
variety of banking brands offering personal and business banking, private banking, Relationship Management, RBS Group
insurance, and corporate finance through its offices located in Europe, North
America and Asia.
Challenge Solution Results
Like any bank, the call center is an With Nuance Security Suite, RBS In less than a year, RBS has screened
important customer service channel scans all inbound calls and alerts 17 million inbound calls. Of these,
for Royal Bank of Scotland Group agents to potential fraud. As well as 23,000 have led to alerts, and the
(RBS), which serves 19 million a library of ‘bad’ voices, RBS now bank has found that one in every
customers across 12 banking and has a whitelist of genuine customer 3,500 calls is a fraud attempt.
financial services brands. voices that can be used for rapid Stopping fraudsters in their tracks
authentication, without the need for is already paying off financially, as
But the voice channel is also a customers to remember passwords Jason Costain, the bank’s head
prime target for fraudulent activity. and other identifying information. of fraud strategy and relationship
To combat criminal behavior, RBS management, explains: “Although this
was looking for ways to get a clearer The Nuance solution also enables initiative isn’t just aimed at reducing
view of fraud indicators across all its the bank to take a holistic approach losses, we expected to save a
customer engagement channels. to fraud detection and prevention. reasonable amount of money, and
By combining Nuance Security Suite we’ve already saved one and a half
The bank needed to put more data with information from other times that.”
effective security mechanisms in criminal activity detection tools, RBS
place while still delivering a fast, has discovered that fraudsters on
smooth experience for genuine the voice channel also perpetrate “One prolific fraudster identified
customers. That meant finding ways a lot of fraud on digital channels. through Nuance Security Suite was
to rely less on passwords and other Armed with that knowledge, the connected to suspect logins on
static identifiers that can be stolen bank has been able to identify and 1,500 bank accounts. That’s helped
or forgotten, and it knew that voice disrupt organized crime activities to us protect potential fraud victims
biometrics could be an important protect its customers and assist law and identify the ‘mules’ being used
piece of the anti-fraud puzzle. enforcement. by the crime network to perpetrate
fraud, leading to two arrests so far.”
Jason Costain, Head of Fraud Strategy and
Relationship Management, RBS Group
Get the full case study
10 INNOVATION HEROES
Riyad Bank first in Middle East with
Nuance voice banking.
Riyad Bank became the first bank in the Middle East and North Africa (MENA) to
“Voice authentication and natural
use natural language understanding and voice biometrics allowing customers to language understanding is just the
authenticate using their voice and access services through conversational speech – beginning. Soon, our customers
in both Arabic and English. will be able to use their voice for
everything.”
Shrouq Al-Hadyan, Senior Vice President
Digital Banking, Riyad Bank
Challenge Solution Results
After sixty years as one of Saudi Nuance’s Security Suite is trusted by Since launching its transformation,
Arabia’s largest financial institutions, hundreds of organizations around Riyad Bank has seen a 97%+ success
Riyad Bank wanted to transform its the world, operates in a wide range rate with its verification by voice,
traditional phone banking experience of languages, and securely verifies 90%+ accuracy in natural language
and move away from caller PINs and the identity of millions of people every understanding for Arabic and English,
long wait times. day. It was an ideal solution for Riyad and higher CSAT scores in its IVR
Bank—and the project was a huge channel.
The bank wanted to find an easy- leap forward in the market.
to-use authentication process that Riyad Bank is now working closely
allowed it to verify customers with With Nuance’s Security Suite, Riyad with Nuance to develop a second
only their voice, so they could access Bank was able to set up customer phase of the project, in which the
their accounts and services easily and voiceprints and allow them to access goal is to achieve conversational
spend less time waiting for an agent. their accounts simply by saying: voice for the entirety of the customer
“Riyad Bank Knows My Voice.” And experience, as well as complete
But with no other banks in the with Natural Language Call Steering, conversational ID, to create an even
region adopting voice biometrics customers can now tell the IVR which more seamless user experience.
or natural language understanding service they need in their own words,
technology, the bank’s team had their and quickly get transferred to a self-
reservations—but they knew they service option or to the right agent. “Our customers tell us that using
needed to become pioneers in the their voice is much easier. We
industry. With voice access, there’s no can’t wait to create an entire
password to remember, and conversational experience i our
no unnecessary pre-recorded banking services.”
announcements for customers to Moyad Al-Moshawah, Acting Head of
listen through, so the experience is Customer Insight and Research Section,
Riyad Bank
seamless, quick and secure.
Get the full case studyINNOVATION HEROES 11
Esurance and modern digital
customer engagement.
Esurance understands that customers want quick and seamless experiences with
Direct-to-consumer auto and home
their company. They’ve created next-generation digital customer engagement insurance provider with an A+
assisted by artificial intelligence to deliver self-service and human assistance, while financial rating.
empowering their agents to provide the best possible service.
Challenge Solution Results
Esurance, a direct-to-consumer auto Esurance implemented the Nuance Within the first month of deployment,
and home insurance provider, was Digital Engagement Platform to create VA interactions had an 85% first
experiencing a rapid growth in its a professional, friendly and efficient contact resolution rate. And combining
digital customer base. It wanted to customer experience. The Nuance the VA and live chat improved live chat
maintain its high customer satisfaction platform combines a virtual assistant conversion rates by 23%.
ratings, but rather than increasing its (VA) with live chat, enabling the VA
costs by adding more contact center to interact with more customers, Both sales and customer care
agents, the company decided to use answer their questions, and include reaped the rewards as automated
intelligent technology to enhance the a human chat agent, if needed. And and human-assisted engagements
customer experience cost-effectively. chat agents can provide better quality delivered over $4.4M in policy sales in
assistance to customers who need Q3FY18, and 84% of engagements
To retain its reputation for outstanding more in-depth help. deflected a call, resulting in
service, Esurance knew it would $1.6M in cost savings (Q3FY18).
need a better understanding of how Targeting and business rules help Esurance customers also benefit, as
customers were using the digital identify which customers need demonstrated by a live chat customer
channel and how they moved through assistance and why. Because the satisfaction rating of 86%+.
the experience. This would only be platform understands customer
possible by gathering meaningful intent, it can route requests to the
and actionable insights that would agent with the right skill set. And co-
allow the company to optimize its browsing helps agents explain things
customers’ journeys. in the most effective way, offering a
personalized experience that also
84%
trains customers to self-serve in future
engagements.
of digital engagements
What’s more, Esurance uses analytical deflected a call resulting in…
insights from automated and human-
assisted interactions to constantly
optimize the experience, creating a
continuous learning loop in which
the agent is informed by the VA $1.6M
conversation and the VA is coached
by the chat agent.
in cost savings
(Q3FY18)
Get the full case study12 SOLUTION SHOWCASE AGENT AI For a solution that creates a truly seamless customer experience, you need both humans and AI working together.
SOLUTION SHOWCASE 13
All the contextual
information provided
by Agent AI is
presented to the
agent in an intuitive
way, to help them
stay focused on the
customer they’re
interacting with.
Integrating AI into your IVR is an effective • Enable cross-channel engagement by Nuance Agent AI can
way to make automated experiences more sharing authentication data from self-service
help organizations
conversational and contact center operations interactions to allow agents to continue the
more efficient—but it can’t help with more conversation seamlessly maximize agent
complex customer issues.
efficiency, improve
• Help train agents by creating a searchable
Nuance Agent AI is an internal virtual assistant record of everything that happens in a job satisfaction, and
that monitors customers’ interactions and helps conversation, and automatically highlighting
create a superior
agents deliver a better experience. areas for improvement
experience for their
By combining machine learning and NLU
customers.
technology, Nuance Agent AI can:
• Unlock agents’ potential by providing related
offers for upselling or cross-selling, next
best action suggestions, and contextual
information from existing data
• Provide real-time insight into conversations
with indicators such as sentiment analysis,
performance tracking, score cards, and
authentication status to help agents react
faster when a change occurs
• Learn from past conversations by mining
conversational data and editing agent scripts
to make them more effective14 STORIES AND EVENTS
Expert insights Upcoming events
A round-up of our most Come see us on the road.
popular stories. Opus Intelligent Authentication Conference –
June 4, Munich
How to make a difference in the world Sponsored by Nuance, the Opus IA conference
There’s a lot of hype around AI, but when it will take a close look at how authentication,
comes down to it, the goal of AI innovation is identification and fraud prevention technologies
to make lives easier. Take a closer look at the can revolutionize security in enterprise today.
possibilities AI unlocks in customer engagement.
Cisco Live 2019 – June 9, San Diego
Designing effortless customer journeys Join us at Cisco Live 2019, the annual customer
The quickest routes for your customers often and partner conference that helps you transform
aren’t the best routes—they can be difficult to your outlook, career, and potential by learning
navigate and confusing to follow. Find out how directly from Cisco’s best and brightest.
good conversational design can make your
customers’ routes simpler. Genesys Xperience – June 10-13, Denver
Sponsored by Nuance, the Genesys Xperience
Creating a bionic contact center agent unites customers to learn about emerging
AI is helping create intelligent, seamless customer technologies and the future of customer
experiences in the contact center—but it’s not experience.
replacing your human agents. Learn how AI and
agents can work together to create superior Customer Contact Week Conference –
experiences. June 24-28, Las Vegas
Join us at the CCW Conference to learn about
the latest tools and technologies transforming
customer contact.
Learn more about upcoming events.SIGNS OF INTELLIGENCE 15 Signs of intelligence.
Intelligent customer
engagement powered by AI.
Ready to learn more about how to exceed customer expectations by combining
the best of automated and human-assisted service powered by AI and secured by
biometrics? Nuance can help you create effortless engagement that will improve
customer satisfaction and brand loyalty, while driving revenue and reducing costs.
Multi-modal biometrics authentication
for identification and verification, fraud prevention and anti-spoofing
Innovative engagement on digital and messaging channels
via virtual or live assistance including proactive notifications
Interactive speech technologies
like Conversational IVR and natural text-to-speech
Insightful analytics
for customer engagement, application reporting and
agent performance management
Get to know the Nuance omni-channel customer
engagement portfolio. Visit us at www.nuance.com/eot
or email us at cxexperts@nuance.com.
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.
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NUAN–CS–3731–01–M, May 15 2019You can also read
