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.