- As we just heard,
customer expectations continue to increase,
and with more choices than ever before,
even one bad customer service experience
can drive a customer to switch brands.
That's why transforming the contact center
to enable the delivery
of consistent, personalized and predictive experiences
over all channels of engagement
has never been more critical.
To help our customers accelerate their ability
to exceed those rising expectations,
you'll see we're continuing
to enhance our all-in-one digital contact center solution
that is data-driven and AI-infused
with Dynamics 365 Customer Service.
As individual companies,
both Microsoft and Nuance have invested heavily
in enhancing the contact center experience
and we're incredibly excited
to now be one organization,
together, delivering on our shared vision
to transform contact centers across industries.
Nuance has a proven track record
of delivering powerful, AI-driven contact center solutions
that are deployed worldwide, spanning industries.
In fact, 85% of the Fortune 100,
including companies like Best Buy,
JPMorgan Chase, and Humana,
use Nuances best of breed conversational AI
and security AI capabilities
to support more efficient customer experiences
and accelerate business outcomes.
Nuance's intent recognition delivers accuracy of 90%,
driving higher levels of self-service resolution
as well as lower handle times.
With over 600 million biometric prints enrolled
and more than eight billion transactions
processed every year,
we're able to deliver
a 99% biometric authentication success rate.
In other words, we can tell who you are by your voice alone,
which not only streamlines that common step for customers,
but also frees up agents
to focus on delivering outstanding service.
And with 90% and higher detection of attempted fraud,
we are able to prevent more than two billion
in fraud losses every year.
As we look at the areas of innovation
for Dynamics 365 Customer Service for the April wave,
you'll see we're already hard at work
ensuring Nuance capabilities work seamlessly
with our all-in-one digital contact center.
This brings a fully integrated end-to-end solution
that includes all channels of engagement,
case management, agent desktop, and much more,
together with Nuance's market-leading AI,
and all delivered on the Microsoft Cloud.
And we're also excited
to be releasing a whole host of other capabilities focused
on the areas of enhanced productivity, collaboration,
and service optimization.
To see some of these capabilities in action,
I'll turn it over to Tom to show them off
through the lens of one of our customers, HP.
Tom.
- Thank you, Jeff.
HP's vision is to create technology
that makes life better for everyone everywhere,
every person, every organization,
and every community around the globe.
HP and Microsoft are alliances partners
and we embrace using leading technologies
to improve the customer experience.
Let's take a look at some of the capabilities
releasing in the April wave
through the lens of HP
and how consumer, support agent,
and internal experts all benefit.
Let's look at Tim, an HP customer.
Tim runs a local bakery
and purchased an HP DeskJet printer almost three months ago
for printing menus and signage
and has a trial of HP Instant Ink.
Recently, Tim noticed that he's printing more
than what his trial comes with.
Since his trial offer is almost up,
he wants to increase his monthly plan to 300 pages.
While Tim could purchase this on the website,
he prefers using voice.
So he calls HP and is connected to a virtual agent.
Let's see it in action.
- [Virtual Agent] Hi, Tim.
I am your virtual support agent.
Thank you for calling HP Support today.
Are you calling about your HP Deskjet 2755e printer?
- Yes, I am.
- [Virtual Agent] I'm happy to help.
What do you need?
- I'd like to upgrade my plan to 300 pages.
- [Virtual Agent] We've authenticated you
through your voice.
Please confirm that you would like
to activate an Instant Ink subscription for 300 pages.
- Confirmed.
- [Virtual Agent] Thank you.
I have updated your subscription.
Your confirmation number will be sent to you via email.
Can I help you with anything else?
- Actually, yes. I'd like to chat with someone
about extending my warranty options.
- [Virtual Agent] Great. I'm happy to help you.
Let me transfer you to an HP agent
who can help you with this request.
- If we take a pause for a second,
let's think about the conversation that just happened.
It was driven by an AI-powered virtual agent
with predictive intent
that knows what the customer is calling about.
Seamless authentication
combined with biometric fraud detection
makes the interaction frictionless for the customer
and also secure.
All of this is available on every channel
and is powered by Nuance
with brand-new integrations to Dynamics 365.
Let's get back to our customer, Tim.
Based on his request for help with the warranty,
unified routing connects Tim
with the best available agent, Kristen.
Kristen is a tier 1 support agent at HP
who can handle warranty extensions.
Through Nuance capabilities, Tim's intent language,
and even the fact
that he previously gave Kristen a high satisfaction rating
in another call
all result in this being a deliberate match.
Kristen uses the inbox view in Dynamics 365 Customer Service
to manage her work effectively every day.
This experience allows her
to focus on cases in the best order
and provides her all she needs to know,
including customer details,
knowledge articles, agent scripts, and more.
When the call comes in from Tim, she accepts it
and is connected.
With Dynamics 365 Customer Service
and Nuance working together,
Kristen is better armed than ever before
with relevant insights about the conversation.
The customer journey
across all previous channels of engagement
are there for Kristen to see.
Nuance's natural language understanding
can pick out and highlight any issues
it thinks that Kristen should know about.
In this case, Kristen simply sees a green light,
indicating nothing out of the ordinary.
She can also see
that Tim has already been authenticated by the IVR
and can skip manual verification.
Based on the conversation so far,
smart assist proactively offers suggestions to Kristen,
putting answers right at her fingertips.
After some conversation,
Tim has now asked a very particular question
about warranty transfers
and Kristen needs to pull in a warranty technical expert
to provide some quick input.
As a key part of our all-in-one contact center solution,
Kristen can access real-time collaboration capabilities
right from the same experience she's using
with a single click.
Brand-new embedded Teams collaboration
in Dynamics 365 Customer Service helps unlock the knowledge
from across the organization
to provide next-level customer service for Tim.
Kristen can use this collaboration interface
to quickly find available technical experts to help.
These experts are recommended by AI
based on various factors,
such as having closed similar previous cases.
New AI capabilities automatically summarize the conversation
into an easy-to-understand outline.
This takes an unstructured conversation
and puts it into a structured format,
saving everyone time.
If needed, Kristen can make changes to the summary
as she sees fit.
The expert quickly gets up to speed
via the conversation summary
and works together with Kristen to answer the question.
Kristen can relay that answer easily
since it's in the same agent experience.
Tim is happy with the quick help
and the fact that he didn't have to wait for followup
and the call is resolved.
Our all-in-one contact center solution
provides exactly the right capabilities
to help customers quickly.
As Kristen finishes the prior call with Tim,
she turns back to her inbox and picks up the next case.
Here, the customer is asking
about HP's toner cartridge recycling program
and if they can recycle a very specialized cartridge.
This question is nuanced
and Kristen needs help from a few individuals.
Collaboration in an organization has different modes
and isn't one-size-fits-all.
In the April wave,
we're also introducing brand-new customer support swarming,
which allows agents to bring in skilled experts
from across the organization
in an automated and efficient way
right in the context of each case.
In this case, Kristen can start a swarm with a single click.
This allows her to create a quick summary of the issue
and the system suggests potential skills
that would be helpful.
The best people from across the organization are matched
according to the skills identified
and a notification is sent to them requesting their help.
When the experts agree to join,
they're automatically brought together.
The swarming experience provides
a unique, contextual, and dedicated environment
for the team to work in.
This is a full collaborative experience,
including the ability
to share files, images, videos, and more.
This makes it an extremely efficient way to work together
and they can resolve the issue collaboratively.
We're bringing together the knowhow
from across the organization
to solve the most complex cases
and provide the best customer experience
with our all-in-one contact center solution.
What we just saw was the perspective of Kristen, the agent,
working in Dynamics 365 Customer Service
and experiencing swarming.
Let's look at the point of view
of someone collaborating with the agent,
and swarming is equally as seamless for them.
As an expert, I spend my time working within Teams all day.
When a request comes in for my expertise,
I'm able to accept it
and join the swarm immediately without leaving Teams.
I've got access to the same rich information
that the agent sees,
such as the case details and the customer insights.
This allows me to have all the information I need
and provide my best input to the team.
Customer service is a team sport
and swarming allows us
to solve our customers' complex issues
as quickly and effectively as possible.
Through the lens of HP,
we saw how new capabilities in the April wave
makes customer service a team sport
with everyone working together
to provide fantastic customer experiences.
Thank you. And Jeff, back to you.
- Thank you, Tom.
Everything you saw in that demo
was delivered entirely through Microsoft capabilities.
You saw how we're bringing together Nuance and Dynamics
to allow organizations
to deliver even more personalized and predictive service.
Nuance's voice authentication means
that we can seamlessly recognize customers
from their voice alone,
and the advanced conversational AI
makes for natural and intuitive self-service experiences.
We saw how seamless it was for the customer
to transition from self-service to assisted service
with their intent and all the relevant context flowing
to find the best skilled agent for the customer.
And delivering great customer service is a team sport.
So collaboration is another core theme
that you saw in the demo.
With embedded Teams collaboration and swarming,
agents can go outside the boundaries of the contact center
to find the right expertise in the organization
to resolve issues quickly.
And AI is infused throughout,
recommending the right experts
and providing them automatic conversation summaries
so they can get up to speed quickly.
And best of all,
collaborators can stay in Microsoft Teams
and see all the relevant data they need
to help the customer.
You saw a few other new features from our April release
and there are a lot more coming
that enhance the all-in-one solution,
helping our customers unlock
the contact center of the future.