Automated guides: Lead customers to self-service without live agents

The answers your customers need, fast

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.

Better engage customers with automated self-service

Similar to simple chatbots, 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.

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Benefits

Insights

Gain valuable customer insights by acquiring information from visitors, either throughout the selection process or as a pre-chat survey. All without utilising agent resources.

Simplicity

Make complex decisions simpler. By answering several questions, automated guides analyse the inserted data to recommend the most suitable solution for your customer’s problem.

Flexibility

Automated guides can be used for a wide variety of use cases – from step-by-step product comparisons to FAQ to instructions for filling out forms.

Stats

Your customers seek
automated self-service

84%

of customers try to find the answer
to their question using a brand’s self-service application.

“Trends 2016: The Future of Customer Service.” Jan 2016.

Features

Intelligent, integrated, integral

Simple setup, fast deployment

Automated guides are easy to set up, integrate and deploy within your existing systems. And they’re a simple way to provide your consumers with a broad overview of products and services while improving the effectiveness of your online engagements.

Intelligent routing

By utilising an intelligent, customer-driven decision tree, automated guides route consumers to the appropriate live agent or agent pool – reducing the frequency of chat transfers and improving first contact resolution.

Seamless escalation

Automated guides provide direction throughout a customer's self-service journey with an option to chat with a live agent, if needed, all seamlessly inside the same dynamic engagement window. In turn, you’ll increase live agent efficiency while reducing agent costs.

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