Nuance automated guides help your business engage your customers – without engaging your live agents. All to increase efficiency, improve visitor satisfaction and lower operational costs.
Similar to simple chat bots, automated guides are the scripted version of intelligent, automated engagements. Easy to set up and deploy, our digital self-service guides allow your customers to “click” through a decision tree and immediately find answers to their questions.
Automated guides are ideal for taking site visitors through a product selection cycle, for faster routing or as a tutorial to educate your customers about key tools and features. And because they’re an integral part of Nuance’s omni-channel customer engagement platform, the guides are tightly integrated with the business rule targeting engine – which helps identify when consumers are struggling and can proactively launch a guide in various digital channels. Automated guides are fully customisable to match your brand’s identity and can work as a stand-alone self-service tool or with the option to escalate to a human-assisted engagement.
“Trends 2016: The Future of Customer Service.” Jan 2016.