What’s next:
Customer experience

×

Building trust with a virtual assistant voice

What does a pastrami sandwich, debit card fraud and customer service have to do with selecting a voice for your virtual assistant? Dan’s pastrami story tells how trust can be built with an easy and successful customer service interaction.

By

Credibility and trust are instrumental in ensuring consumer loyalty. A customer who believes you and trusts you, works for you. They champion your brand and products and bring other folks with them.  For a voice-enabled application this puts a lot of pressure on the virtual assistant’s persona, how they sound and what they say. As we automate more and more, the virtual assistant is becoming the first “person” a customer talks to at your company, and it’s usually because they have a problem.

Before we dive further in, let me tell a story about a pastrami sandwich, debit card fraud, and how a company won me over with their customer service.

My pastrami sandwich story

On a day like any other, after I made my way through an entire hot pastrami sandwich (it was a ‘cheat’ day…I swear), I waddled back to the office to continue working. On the way, my phone buzzed in my pocket and a text notification told me that someone withdrew $500 using an ATM in the Upper East Side of NYC, quite far from the Financial District where I was. As I looked at the screen in mild shock, another text showed up for another $500 from a different location. Panic set in, I immediately stopped waddling to make a phone call, and the person behind me walked right into me, letting out a few choice words as he charged past.

By the time I called the number listed in the texts, thousands of dollars were gone from my checking account, withdrawn from various ATMs around Manhattan. And, it was the first of the month, meaning rent was due. My stomach churned at seeing my checking account drained and was only amplified by that greasy pastrami sandwich. Yet, by the grace of excellent customer service, my problem was no longer a problem after only five minutes on the phone. Card cancelled, replacement on its way, and money refunded like nothing happened.

How can I help you today?

I tell this story to drive home how much trust can be built with an easy and successful customer service interaction. All the advertising in the world could not even attempt to build the same level of trust that was instilled in me from that single phone call. Not only did they solve my problem quickly and with little effort on my part, but they took a customer problem and used it as an opportunity to increase my perception of and trust in their brand. And, it all began with an automated voice saying, “How can I help you today?”

Is there a secret recipe when selecting a voice for your virtual assistant? What’s the magic mix of character, pacing and tone that absolutely guarantees a voice that is credible and trustworthy? People form initial judgments on a voice within half a second.1 To add, we all have different life experiences and cultural backgrounds that form other perceptions of how a voice sounds. Some studies suggest that higher tone and greater expression through high and low pitch contours are more trustworthy.2 But, does that hold true if the person engaged with a virtual assistant just had their checking account fraudulently drained and their adrenaline is pumping?

More than just the right voice

I argue that importance should not be put on the singular act of picking the ‘right’ voice but the many tasks and decisions that go into defining a virtual assistant persona. These decisions will guide a voice talent in how they should speak and steer how a text-to-speech voice could be sculpted. Without that foundation you’re betting on luck when picking the best voice and have little direction during voice production. While a book could be written about this, here are a handful of foundational principles.

Foundational principles to creating your brand’s voice

  • Be empathetic to your users. Brand alignment is important, but an understanding of what your users want to hear is fundamental. The bonus of having this user feedback is that there’s no better direction during a voice-over recording session than setting the stage with a user story. If you can tell a story like the one told here, a voice talent will have a real purpose when delivering lines. That purpose will lead to a delivery that is credible and trustworthy.
  • Be open to change throughout the process. Allow for tweaks to the persona throughout voice casting and user research. Different use cases come up and adjustments may be needed. Perhaps there’s one voice talent who doesn’t completely align with the persona, but there’s something about them that just works. Or, users are hearing a selected voice as something other than your already defined persona attributes and they provide a different description of voice characteristics. Run with it. A voice persona should be malleable to many situations.
  • Let writing and speaking style influence each other strongly. They have a symbiotic relationship. If one succeeds, it helps the other succeed. If one fails, the other will struggle. Once you cast a voice or pick a text-to-speech voice you may find that there’s an even better way to handle certain wording based on how the voice sounds. Lastly, if you haven’t been in a voice-over session before, consult with voice actors. They are masters at interpreting written copy and understanding how a character should sound.

Picking the ‘right’ voice for your virtual assistant is a daunting task with opinions galore. Rather than get hung up on that specific point, focus on the elements that influence that choice. Above all else, listen to users to understand their problems, and let that lead to a persona that can be relatable to many users. Then, you’re on a path to having a virtual assistant that is credible and trustworthy – a voice that can put a consumer at ease and increase their loyalty, despite their choice of lunch and panic-inducing problem.

 

Sources:

1 – https://www.gla.ac.uk/news/archiveofnews/2014/march/headline_312691_en.html

2 – https://curiosity.com/topics/what-makes-a-voice-trustworthy-curiosity/

Read full article

More from the editor

2019 AI Predictions from Nuance
2019 is the year we’ll start to see a lot of the AI startups fade away.
Rankings show banks are doing well – are you keeping up?
Customer experience in banking: Three omni-channel recommendations for improving now
How big is your AI imagination?
Enterprises in the Age of AI must now re-imagine customer engagement
“How many ounces in a cup?” or “Show me pictures of a pup.”?
Context and the human condition matter in Conversational AI
Seamless customer experience is critical. But it’s not always easy.
Four lessons learned from the Forrester Customer Experience Forum
Television viewing is no longer a one-way street
The future of interaction with your favorite screen in the house
Bot vs spouse: How much do customers talk to chatbots?
How much do customers talk to chatbots?
Apple Business Chat momentum grows, allowing consumers to message with their favorite brands
Apple Business Chat momentum grows
Ask the expert about customer engagement innovation
Expert videos on customer engagement innovation
Predict why customers engage? It’s no fantasy
Let AI and prediction create amazing customer experiences
Why RCS Business Messaging might be the next big thing
Introducing a new way of customer engagement for messaging channels
Do you and your chatbot need therapy?
3 issues to work out in your brand’s chatbot relationship
What does it really mean to optimize customer experience?
Continuous optimization for digital solutions
Virtual or real? Or both?
How do you know whether a customer would benefit from a virtual assistant or human agent?
Leave the IVR hold line behind
Give your customers a way out of the line with IVR-to-digital
The fraudsters are coming!
How to combat contact center fraud attacks
Do you need “expert conversations” in your automated customer service interactions?
Designing complex, automated customer service conversations
The pursuit for better customer conversations
Why AI is so important to customer engagement
World Cup teaches lessons on service
Learn from soccer to provide "the great service" to customers
Biometric authentication reduces friction and cuts fraud
Contact center identification and verification use cases, using voice biometrics
How Opus is helping organizations simplify their communication strategy
Recommendations for the best Enterprise Intelligent Assistant technology
Forrester’s New Wave™ report reveals the reality about current AI technology
How artificial intelligence becomes the dream for a better life
Change, and the case for continuous optimization
Continuous optimization is critical to competitive customer experience programs
Here’s how you give your customers their time back!
New Nuance survey reveals how consumers want to connect with you
5 best practices for healthcare providers: Automating appointment management
What it takes to deliver fewer no-shows, deeper patient engagement and greater ROI
Now’s the time to reevaluate the role of voice
Voice innovations that power great customer experience
English Language Day: Thoughts on the conundrum of linguistics
Using intelligent linguistics to speak to your customers
Offer great customer service for everyday loyalty
Loyalty Day comes once a year, but businesses must think loyalty every day
It’s more than IoT. It’s EoT.
The Engagement of Things is how organizations engage with today’s customers
Let’s address the elephant in the contact center
Why managing a contact center can be challenging nowadays
Oh! I know! I know! – Proactive voice interfaces: Part III of “What’s left to tackle in voice technology”
Proactive voice interfaces and how to make the agents smarter
How the machines will adjust to us: A short story about “conversational AI” growing up
The evolution of conversational artificial intelligence
Love in the Age of AI
Making customer experiences easier to love with AI
Gold standard vs. good enough
How to make all your customer service channels podium-worthy
No stone unturned: Reducing risk in digital government optimization
Look at other industries and countries for some assistance with virtual assistants
Why Punxsutawney Phil should not be the norm for prediction in customer service
Learnings from legends for predictive customer engagement
Be the MVP for Super Customer Service
Look to the Super Bowl for improving customer engagement
Nina for Google Home: The ultimate enterprise smart home hook-up
Nina for Google Home Extends AI-Driven Customer Service to the Popular Smart Home Device
Finding the right tools for DIY IVR
IVR self-service has never been easier
Become the psychic for your customer service
How artificial intelligence can be used to predict your customer’s intent
It’s time to get to know your customers better with actionable data insights
Celebrating "Get to Know Your Customers Day" via speech analytics
Can cyber criminals “compromise speech recognition systems with ease”?
A response to a study on voice biometrics and speech recognition
2018 predictions: Five ways AI will make you love customer service this year
AI and customer service predictions for 2018
Over and Out – Moving beyond the walkie-talkie voice interface: Part II of “What’s left to tackle in voice technology”
One day we’ll view smart speakers as a sentimental technology
But first, champagne
Reflecting on our 2017 New Year’s resolutions: How did we do?
The potential of artificial intelligence when harnessed by the Enterprise
A closer look at the 2017 AI World Conference in Boston
How artificial intelligence is helping you get closer to owning your dream droid
What it means to understand human language
Scratching the surface: Healthcare needs to build on its intelligent omni-channel achievements
Payers and exchanges are leveraging digital and proactive engagement with success
Happy Birthday to you, SMS! Now, about those crow’s feet…
SMS messaging turns 25 years old next week. It’s past due for a facelift.
Hey, bankers…curb your enthusiasm!
What a grumpy old man wants in a digital banking experience
Buffalo buffalo Buffalo buffalo buffalo buffalo Buffalo buffalo: Part 1 of What’s left to tackle in voice technology
Automatically generating dialog for conversations is a complex problem to solve.
We knew it all along…
Reflections on the Ovum SWOT assessment of Nuance Digital Customer Engagement Platform
Hear ye! Hear ye! Speech delivers!
Research shows speech-based conversational IVRs deliver higher performance
Analytics as the Trojan horse to better customer experiences and contact center efficiency
Opening the gates to the city: 3 quick hits
How to catch a social butterfly
The challenge of collapsing channels for unified customer service
Preparing for the “next one”: The importance of emergency outbound communications
Now is the time to assess your ability to communicate with residents and responders
How to have a secure conversation in digital channels
Stolen passwords and fraud: What are you doing to protect yourself while increasing CSAT?
Spring forward or fall back?
Saving your customers time with tailored customer experiences
What you think you know about biometrics is wrong
Misconceptions of biometric security
Boo! Scary customer service practices that make us scream
Avoid scaring customers with poor use of technology
There is a new engagement in town.
Messaging is convenient, timely, and what today’s consumers want. Are you ready?
Artificial Intelligence: What’s hot beyond buzzwords…
Reflections on AI Summit, San Francisco
As you wish. An inconceivable way of serving customers.
Customer service that meets (and exceeds) customer service expectations
Rules of customer engagement: 5 tips on how to create a meaningful customer experience
Better customer experience through building relationships
So many possibilities with Artificial Intelligence applications!
Insights and impressions from the world’s leading AI innovators
Nuance customers around the globe score big with Intelligent Assistants awards
Nuance and its customers named shining examples of virtual assistants
Much ado about bots: How to choose the right enterprise virtual assistant
What do large enterprises require in a virtual assistant?
How to be a good neighbor: The most impactful mobile customer service for insurance brands
Providing mobile customer service for insurance brands
Everyone wins: Ending the rivalry between security and convenience
Involve the security team when implementing biometrics
Waiting on hold will soon become a thing of the past
AI: bridging the gap between consumer demands and strained contact centers
Predicting the Emmys is hard; predicting customer engagement shouldn’t be
Use prediction, powered by AI, to improve your customer’s experience.
Unleash your IVR’s hidden potential: Driving digital adoption
How IVR can help customers use their preferred digital channel
Are grandparents the overlooked generation of consumers?
How to provide modern customer experience for older consumers
Don’t settle: Looking past your own industry is often the key to great customer experience
The Temkin Experience Ratings remind us that all verticals are not created equal
Nuance supports Apple’s newly announced Business Chat Developer Preview
Soon your business can use our platform to connect with customers on Apple devices
The AI of “Terminator” – fact or fiction?
Will AI ever rule the world?
Why does a biometric rollout fail?
Lessons learned from the leader in voice biometric rollouts
Applying the wisdom of the ages to modern collections technology
Old proverbs offer sage advice to virtual collectors
Are you missing out on key customer insights?
Using analytics to uncover hidden insights in your customer data
J.D. Power warns mortgage servicers not to lose focus on the customer experience
Must servicers forgo profits to improve satisfaction? Not if they have the right technology
Better together: The optimal partnership between virtual and human-powered customer service
Learn and grow smarter, Part IV
The magic of an enterprise-ready virtual assistant: Learn and grow smarter, Part III
How to build a magical enterprise-ready virtual assistant
How do brands find the needle in a haystack full of chatbots? Learn and grow smarter, Part II
Bots, chatbots, virtual assistants – what’s the difference?
Bridge the phone and digital experiences for superior service
Nuance IVR to Digital makes it easy to shift callers from the IVR to digital channels.
The tan will fade, but the memory of the experience will last a lifetime…
Meeting travel-customer expectations for digital customer experience during summer vacation
Secrets to a successful omnichannel strategy
Start at the very beginning – the customer journey
The current state of wireless: Digital engagement wins a zero-sum game
Carriers must engage customers digitally to retain them and increase share of wallet
Dallas311 innovates for award winning IT success
Creating a customer friendly IVR yields positive recognition
Giving customers independence through digital self-service
Customers have independence with automated guides and virtual assistance
In a world filled with chatbots, this virtual assistant rises to the top
Nuance Nina is ranked number one product in new Forrester report
Is your customer service relevant?
Leveraging customer trends to provide relevant customer service
Meet the new generation of virtual assistants: Learn and grow smarter, Part I
A virtual assistant’s educational journey
Leveraging analytics to ensure superior customer service
Data can help drive improved business performance and results
Want to offer great customer service? Be like Steph and LeBron
Study the NBA greats to offer a great IVR experience
Wonder Woman and customer service
How to create a super hero for your digital engagement on messaging channels
The future is now: preparing for open enrollment 2018
Why now’s the time to adopt virtual assistant technology
Modernizing collections in auto finance
Why lenders should turn to proactive engagement
Keeping it personal in customer service
The basics of the personalization spectrum
How to hit a customer service home run
Businesses can anticipate customer curveballs with the help of a conversational IVR
2019 AI Predictions from Nuance
2019 is the year we’ll start to see a lot of the AI startups fade away.
“How many ounces in a cup?” or “Show me pictures of a pup.”?
Context and the human condition matter in Conversational AI
Bot vs spouse: How much do customers talk to chatbots?
How much do customers talk to chatbots?
Predict why customers engage? It’s no fantasy
Let AI and prediction create amazing customer experiences
What does it really mean to optimize customer experience?
Continuous optimization for digital solutions
The fraudsters are coming!
How to combat contact center fraud attacks
World Cup teaches lessons on service
Learn from soccer to provide "the great service" to customers
learn who are the leaders in the artificial intelligence marketplace
Forrester’s New Wave™ report reveals the reality about current AI technology
How artificial intelligence becomes the dream for a better life
5 best practices for healthcare providers: Automating appointment management
What it takes to deliver fewer no-shows, deeper patient engagement and greater ROI
Offer great customer service for everyday loyalty
Loyalty Day comes once a year, but businesses must think loyalty every day
Oh! I know! I know! – Proactive voice interfaces: Part III of “What’s left to tackle in voice technology”
Proactive voice interfaces and how to make the agents smarter
Gold standard vs. good enough
How to make all your customer service channels podium-worthy
Be the MVP for Super Customer Service
Look to the Super Bowl for improving customer engagement
Become the psychic for your customer service
How artificial intelligence can be used to predict your customer’s intent
2018 predictions: Five ways AI will make you love customer service this year
AI and customer service predictions for 2018
The potential of artificial intelligence when harnessed by the Enterprise
A closer look at the 2017 AI World Conference in Boston
Happy Birthday to you, SMS! Now, about those crow’s feet…
SMS messaging turns 25 years old next week. It’s past due for a facelift.
We saw it coming - Nuance digital engagement for customers analysis brings good news
We knew it all along…
Reflections on the Ovum SWOT assessment of Nuance Digital Customer Engagement Platform
Customer service gets up-leveled with social media engagements added to your digital engagement strategy
How to catch a social butterfly
The challenge of collapsing channels for unified customer service
Time-is-precious-so-are-customer-experiences
Spring forward or fall back?
Saving your customers time with tailored customer experiences
There is a new engagement in town.
Messaging is convenient, timely, and what today’s consumers want. Are you ready?
Make-customer-experiences-meaningful-with-customer-engagement
Rules of customer engagement: 5 tips on how to create a meaningful customer experience
Better customer experience through building relationships
Improve customer service by selecting the right virtual assistant that fits customer needs
Much ado about bots: How to choose the right enterprise virtual assistant
What do large enterprises require in a virtual assistant?
Artificial Intelligence bridges the gap between your contact center and digital consumer preferences
Waiting on hold will soon become a thing of the past
AI: bridging the gap between consumer demands and strained contact centers
Cater to all generations when considering your customer experience strategies
Are grandparents the overlooked generation of consumers?
How to provide modern customer experience for older consumers
The AI of “Terminator” – fact or fiction?
Will AI ever rule the world?
Analytics helps businesses uncover customer insights
Are you missing out on key customer insights?
Using analytics to uncover hidden insights in your customer data
Cast a customer experience spell on your customers with a superior virtual assistant
The magic of an enterprise-ready virtual assistant: Learn and grow smarter, Part III
How to build a magical enterprise-ready virtual assistant
omni channel engagement
The tan will fade, but the memory of the experience will last a lifetime…
Meeting travel-customer expectations for digital customer experience during summer vacation
City of Dallas wins an IT award with help from exceptional IVR
Dallas311 innovates for award winning IT success
Creating a customer friendly IVR yields positive recognition
trendy young man using live chat and VAs
Is your customer service relevant?
Leveraging customer trends to provide relevant customer service
It’s time for companies to up their IVR game.
Want to offer great customer service? Be like Steph and LeBron
Study the NBA greats to offer a great IVR experience
As the number of delinquent auto loans skyrockets, businesses should turn to proactive engagement to improve their collections strategy.
Modernizing collections in auto finance
Why lenders should turn to proactive engagement
customer experience
Rankings show banks are doing well – are you keeping up?
Customer experience in banking: Three omni-channel recommendations for improving now
Seamless customer experience is critical. But it’s not always easy.
Four lessons learned from the Forrester Customer Experience Forum
Apple Business Chat momentum grows, allowing consumers to message with their favorite brands
Apple Business Chat momentum grows
Why RCS Business Messaging might be the next big thing
Introducing a new way of customer engagement for messaging channels
Virtual or real? Or both?
How do you know whether a customer would benefit from a virtual assistant or human agent?
Do you need “expert conversations” in your automated customer service interactions?
Designing complex, automated customer service conversations
Biometric authentication reduces friction and cuts fraud
Contact center identification and verification use cases, using voice biometrics
Change, and the case for continuous optimization
Continuous optimization is critical to competitive customer experience programs
Now’s the time to reevaluate the role of voice
Voice innovations that power great customer experience
It’s more than IoT. It’s EoT.
The Engagement of Things is how organizations engage with today’s customers
How the machines will adjust to us: A short story about “conversational AI” growing up
The evolution of conversational artificial intelligence
No stone unturned: Reducing risk in digital government optimization
Look at other industries and countries for some assistance with virtual assistants
The Virtual Assistant Nina for Google Home allows enterprises to bring their customer service to the smart home speaker
Nina for Google Home: The ultimate enterprise smart home hook-up
Nina for Google Home Extends AI-Driven Customer Service to the Popular Smart Home Device
It’s time to get to know your customers better with actionable data insights
Celebrating "Get to Know Your Customers Day" via speech analytics
walkie talkies are voice technology of the past just as today's smart speakers will fade into the past as well
Over and Out – Moving beyond the walkie-talkie voice interface: Part II of “What’s left to tackle in voice technology”
One day we’ll view smart speakers as a sentimental technology
How artificial intelligence is helping you get closer to owning your dream droid
What it means to understand human language
Hey, bankers…curb your enthusiasm!
What a grumpy old man wants in a digital banking experience
Hear ye! Hear ye! Speech delivers!
Research shows speech-based conversational IVRs deliver higher performance
Preparing for the “next one”: The importance of emergency outbound communications
Now is the time to assess your ability to communicate with residents and responders
Concerns you might think to be true about biometrics are simply not accurate
What you think you know about biometrics is wrong
Misconceptions of biometric security
Key learnings on artificial intelligence from the AI Summit San Francisco
Artificial Intelligence: What’s hot beyond buzzwords…
Reflections on AI Summit, San Francisco
Artificial-intelligence-innovations-revealed
So many possibilities with Artificial Intelligence applications!
Insights and impressions from the world’s leading AI innovators
How to be a good neighbor: The most impactful mobile customer service for insurance brands
Providing mobile customer service for insurance brands
The Emmys remind us that predicting outcomes play into customer engagement
Predicting the Emmys is hard; predicting customer engagement shouldn’t be
Use prediction, powered by AI, to improve your customer’s experience.
Evaluate your customer experience compared to other industries
Don’t settle: Looking past your own industry is often the key to great customer experience
The Temkin Experience Ratings remind us that all verticals are not created equal
Don't let your biometric efforts go to waste with a failed rollout
Why does a biometric rollout fail?
Lessons learned from the leader in voice biometric rollouts
mortgage servicing advice to increase profits and keep customers happy
J.D. Power warns mortgage servicers not to lose focus on the customer experience
Must servicers forgo profits to improve satisfaction? Not if they have the right technology
How to find the best virtual assistant to meet your customer service needs
How do brands find the needle in a haystack full of chatbots? Learn and grow smarter, Part II
Bots, chatbots, virtual assistants – what’s the difference?
As the number of channels that customers use to communicate with businesses continues to grow, businesses must strive to be omnichannel.
Secrets to a successful omnichannel strategy
Start at the very beginning – the customer journey
Giving customers independence through digital self-service
Customers have independence with automated guides and virtual assistance
To meet customer expectations, virtual assistants must be able to learn and grow smarter.
Meet the new generation of virtual assistants: Learn and grow smarter, Part I
A virtual assistant’s educational journey
Make your virtual assistant a super hero for your business.
Wonder Woman and customer service
How to create a super hero for your digital engagement on messaging channels
As customer expectations rise, it will become increasingly important for businesses to personalize experiences.
Keeping it personal in customer service
The basics of the personalization spectrum
How big is your AI imagination?
Enterprises in the Age of AI must now re-imagine customer engagement
Television viewing is no longer a one-way street
The future of interaction with your favorite screen in the house
Ask the expert about customer engagement innovation
Expert videos on customer engagement innovation
Do you and your chatbot need therapy?
3 issues to work out in your brand’s chatbot relationship
Leave the IVR hold line behind
Give your customers a way out of the line with IVR-to-digital
The pursuit for better customer conversations
Why AI is so important to customer engagement
How Opus is helping organizations simplify their communication strategy
Recommendations for the best Enterprise Intelligent Assistant technology
Here’s how you give your customers their time back!
New Nuance survey reveals how consumers want to connect with you
English Language Day: Thoughts on the conundrum of linguistics
Using intelligent linguistics to speak to your customers
Deliver great customer service through your contact center
Let’s address the elephant in the contact center
Why managing a contact center can be challenging nowadays
Love in the Age of AI
Making customer experiences easier to love with AI
Why Punxsutawney Phil should not be the norm for prediction in customer service
Learnings from legends for predictive customer engagement
Develop your IVR on your own with the help of the right tooling suite
Finding the right tools for DIY IVR
IVR self-service has never been easier
Can cyber criminals “compromise speech recognition systems with ease”?
A response to a study on voice biometrics and speech recognition
Nuance celebrates their customer service experience successes in 2017
But first, champagne
Reflecting on our 2017 New Year’s resolutions: How did we do?
Scratching the surface: Healthcare needs to build on its intelligent omni-channel achievements
Payers and exchanges are leveraging digital and proactive engagement with success
Buffalo buffalo Buffalo buffalo buffalo buffalo Buffalo buffalo: Part 1 of What’s left to tackle in voice technology
Automatically generating dialog for conversations is a complex problem to solve.
Use analytics to gain entry into the customer experience
Analytics as the Trojan horse to better customer experiences and contact center efficiency
Opening the gates to the city: 3 quick hits
No need to throw away the key (or remember where it is) with secure biometrics in digital channels
How to have a secure conversation in digital channels
Stolen passwords and fraud: What are you doing to protect yourself while increasing CSAT?
no need to howl (or scream) at the moon with satisfying customer service
Boo! Scary customer service practices that make us scream
Avoid scaring customers with poor use of technology
Take an "as you wish" attitude with your customers to exceed their customer service desires
As you wish. An inconceivable way of serving customers.
Customer service that meets (and exceeds) customer service expectations
Nuance customers around the globe score big with Intelligent Assistants awards
Nuance and its customers named shining examples of virtual assistants
To find a happy balance between high security and good customer experiences be sure you include your security team from the get-go
Everyone wins: Ending the rivalry between security and convenience
Involve the security team when implementing biometrics
Help customers help themselves with digital adoption
Unleash your IVR’s hidden potential: Driving digital adoption
How IVR can help customers use their preferred digital channel
Nuance and Apple are working together to bring customer service to Apple iMessage through Business chat
Nuance supports Apple’s newly announced Business Chat Developer Preview
Soon your business can use our platform to connect with customers on Apple devices
proverbs offer good advice in collections
Applying the wisdom of the ages to modern collections technology
Old proverbs offer sage advice to virtual collectors
Enhanced Customer service experiences with chatbots and live chat
Better together: The optimal partnership between virtual and human-powered customer service
Learn and grow smarter, Part IV
improving customer service and reducing costs with IVR to digital
Bridge the phone and digital experiences for superior service
Nuance IVR to Digital makes it easy to shift callers from the IVR to digital channels.
expert digital engagement with customers wins against competitors
The current state of wireless: Digital engagement wins a zero-sum game
Carriers must engage customers digitally to retain them and increase share of wallet
Virtual assistants rise to the top before chatbots in the world of customer service
In a world filled with chatbots, this virtual assistant rises to the top
Nuance Nina is ranked number one product in new Forrester report
To provide more effective and tailored customer service, businesses should tap into analytics.
Leveraging analytics to ensure superior customer service
Data can help drive improved business performance and results
Open enrollment 2018 is right around the corner. Health plans should start preparing now by adopting intelligent self-service capabilities.
The future is now: preparing for open enrollment 2018
Why now’s the time to adopt virtual assistant technology
Businesses can streamline customer service with the help of conversational IVR.
How to hit a customer service home run
Businesses can anticipate customer curveballs with the help of a conversational IVR
Show more articles