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Key Considerations for Selecting a Virtual Assistant for Customer Service

Nuance

Presented By: Nuance



Live Date: October 3, 2017. PLEASE SIGN IN FOR RECORDING.

Presented by: Nuance and guest Daniel Hong, VP Research Director, Application Development and Delivery Professionals, Forrester Research

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About the Webcast

Advancements in AI, machine learning and conversational technologies coupled with consumers’ desire to self-serve is fueling widespread adoption of virtual assistants for customer service.

Yet the difference between rudimentary chatbots and virtual assistants that work seamlessly with live agents to deliver fast, easy outcomes is like night and day. With customer loyalty and revenue at stake, selecting the right solution for your organization can make or break your customer service success.

Join Nuance and our guest Daniel Hong, VP, Research Director from Forrester Research for our “Key Considerations for Selecting a Virtual Assistant for Customer Service” Webinar on October 3 at 11am ET / 8am PT to learn:
• How virtual assistants enable easy, effortless customer self-service and drastically reduce your cost-to-serve
• How to differentiate between rudimentary chatbots and virtual assistants for customer service
• How pairing virtual assistants with live agents enables rapid deployment and accelerates ROI

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About the Presenters

Daniel Hong, VP, Research Director serving Application Development and Delivery Professionals, Forrester Research

Daniel leads a team that focuses on digital transformation in customer engagement and collaboration for service and sales. His research explores how predictive analytics, decisioning, and conversational AI impact automation and agent-assisted interactions in the contact center. Daniel helps Forrester clients create channel strategies that leverage context, prediction, natural language, and orchestration to drive differentiated customer service experiences and business outcomes.

 

Josephine Fouarge, Sr. Product Marketing Manager, Nuance Enterprise Division

Josefine Fouarge is Sr. Product Marketing Manager in the Nuance Enterprise Division, focusing on automated and human assisted engagements in digital channels.