customer operations in utilities conference 2013 - delivering the next generation service experience

© 2002-2013 Nuance Communications, Inc. All rights reserved.

Delivering the next generation self-service experience… today Sebastian Reeve Director, EMEA Product Strategy and Marketing


Automated customer service, intelligently delivered.


Explosion in use of

smart devices Speech & Natural Language

Sets Expectations

Growing

Consumer affinity

for self-service

Consumer expectations shifting to EASY


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


Pushing consumer expectations further. Expectations for what’s possible are being (re)set all the time

(but not by you)


Natural Language Understanding eliminates navigation

(complexity)

© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 8


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


Customer Experience Evolution: Case Studies

Tactical Strategic


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


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.


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


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


Thank you Sebastian Reeve – Director Products Strategy & Marketing EMEA

Mobile: +44 7501 458876

Email: [email protected]

Twitter: @rrreevo

customer operations in utilities conference 2013 - delivering the next generation service experience

Business

nuance communications

consumer expectations

generation selfservice

customer demand

customer experiencethat

case study

customer experience

case studiestactical