For your customers, it’s all about the experience

When it comes to intelligent self-service, we’ve distilled billions of customer interactions and two decades of experience across thousands of customer deployments into these five key principles for building passionate, lifelong customer relationships.

 
Intuitive

Make the first point of contact intuitive

From the moment a customer connects, differentiate your organisation by making the self-service experience natural and effortless. Replace the frustration of passwords and PINs with the ease of Voice Biometrics. Reduce unnecessary button-pushing and typing by starting every interaction – whether on the phone, your website or mobile app – with a simple question: “How may I help you?”

Getting started

Learn about the Nuance solutions that can make the first point of contact intuitive for your customers.

Voice Biometrics

Call steering

Video

Delivering a better experience

Hear how TalkTalk is delivering a more intuitive customer experience and exceeding their self-service usage goals.

Case Study

Turkcell Global Bilgi

Read how customers of the mobile service provider enjoy dramatically reduced access authentication time.

Conversational

Turn intelligent self-service into a conversation

Infuse your self-service interactions with the warmth and ease of a human encounter by recognising when a customer is responding to an outreach notification – and then effortlessly continuing the dialogue within your IVR. Enable a natural interaction with your system through a conversational interface that understands your customer’s intent, not just their words.

Getting started

Learn about the Nuance solutions that can turn self-service into a conversation for your customers.

Connected Conversations

Virtual Assistants

Natural Language Understanding

Whitepaper

How to Create an IVR that Your Customers Will Love, Not Loathe
Four ways to meet your customers’ self-service expectations.

News

ING Introduces a Voice-Controlled Mobile Banking App
ING Netherlands Turns to Nuance Nina to Create Innovative, Hands-free Banking Experience with 'Inge'.

Personalised

Make every experience personal and contextually aware

Recognising your customers and engaging with them according to their preferences communicates their importance and improves your results. Create relevant experiences by personalising self-service, addressing customers by name, in their language of choice and communicating over their preferred channels. Go one step further and capture implicit preferences, leveraging previous behavior to design optimal engagement strategies.

Getting started

Learn about the Nuance solutions that can make every experience personal and contextually aware for your customers.

Conversational IVR

Proactive engagement

Virtual assistants

Interactive case study

US Airways
Read how the airline reached new heights in customer service with a fast, personalised self-service IVR system powered by Nuance.

Anticipatory

Anticipate customers’ needs

From appointment reminders to flight updates, from past due notices to information about loan refinancing, customers expect companies to proactively engage with them, anticipating the data they want and providing it when and where they need it. Leverage your mobile applications, outbound communication channels and the options you present incoming callers as opportunities to create targeted self-service experiences.

Getting started

Learn about the Nuance solutions that anticipate the needs of your customers.

Proactive engagement

Case study

Telefonica

Learn about how Telefonica sets the standard for applying technological innovation to improve call center services with Nuance.

Consistent

Be consistent across service channels

While many people have a customer service channel they prefer – web, mobile app, phone call, etc. – most will use more than one to accomplish a single task depending on the situation. In doing so, they expect the ease of use and level of service to be constant. Implement foundational technologies like Natural Language Understanding and voice authentication across channels to create a truly consistent brand and customer service experience.

Getting started

Learn about the Nuance solutions that provide consistency across service channels for your customers.

Connected conversations

Virtual assistants

Voice Biometrics

Natural Language Understanding

Demo

Nina – the intelligent virtual assistant

Watch how Nina delivers intelligent, conversational customer service – how, when and where customers want it.

Resources

Diving deeper into the customer experience

Whitepapers

Driving Loyalty and Customer Acquisition with Virtual Assistants
How financial institutions can address evolving consumer expectations for mobile and web banking with Virtual Assistants.

5 Must-Do’s for Delivering Self-Service Magic
Learn how to win customers for life through intelligent, engaging self-service.

What Do Customers Want?
More outreach from companies like yours. New research reveals which customer service messages are most desired by consumers and on which channels.

Webcast

Best Practices in Self-Service
See how to deliver intelligent interactions that work the way your customers do.

Blog

Customer Experience
Follow our progress in reinventing the relationship between people and technology.

Case studies

TalkTalk
Natural Language Call Steering delivers £3 million savings in just three months.

Barclays
Voice biometrics makes authentication painless; reduces average call time by 15%.

Kaspersky Lab
Using Nina Web virtual assistant technology reduces call center inquiries and emails by 22 percent and increases sales order value.

Your customers deserve the best self-service experience. We can help you deliver.

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