DATA SHEET
NINA WEB FOR MOXIE LIVE CHAT
Deliver Easy Web Experience with the Next Generation of Web Self-Service
C R E AT I N G D I G I TA L C U S TO M E R
on the Web, mobile devices, and
R E L AT I O N S H I P S : I N T E L L I G E N T
social media, a virtual agent is a digital
V I R T UA L AG E N T S
persona that provides convenient, timely,
Increasingly, your customers live online
and demand that you do the same. Social
media, mobile computing, and the Web
have redefined customer expectations
around convenience, accessibility, and
personalized interaction. But today’s
self-service options, while attractive to
the bottom line, often leave the customer
frustrated, isolated, and underwhelmed.
Nuance is the global industry expert in
multi-channel intelligent virtual assistants
for customer service. Nuance’s Nina Web
is an Intelligent Virtual Assistant that
delivers personalized, effortless online
customer service, ensuring a compelling
customer experience while improving
web conversions and resolving support
requests at 1/10th the cost of traditional
channels. Using a human-like text based
conversational interface, Nina Web
combines the 24/7 accessibility of selfservice with the high-touch effectiveness
of your best marketing, sales and service
employees.
in a personalized conversation with
•
Better Customer Experience: 10%
increase in customer satisfaction for
a live chat conversation front-ended
and interactively guiding them to find
by virtual agent
information or perform tasks on their
behalf.
•
Happier Customers: Eliminate
#1 customer frustration in multi-
A virtual agent marries the knowledge
channel context, needing to re-state
and performance of your best marketing,
issue as they navigate from one
sales, and support professionals with
channel to the next
the convenience and accessibility of
self-service, to deliver the best possible
•
Cost Savings: Resolve support
customer experience at a fraction of the
requests at 1/10th the cost of
cost of traditional channels.
traditional channels
Designed to emulate your best
marketing, sales, and service personnel,
Nina Web provides the ability to
converse, serve and listen to consumers
and deliver an easy, immediate and
successful customer engagement
anytime, anywhere. Nina Web offers a
contemporary, personalized channel to:
•
Converse: Nina Web engages your
V I R T UA L AG E N T ?
powered by Nuance’s leading natural
today’s online consumer. Deployable
live chat agent handling time
accurately to their online requests,
text based conversational interface,
support channel optimized for engaging
Faster Resolutions: 15% reduction in
consumers, responding quickly and
W H AT I S A N I N T E L L I G E N T
world-class online marketing, sales, and
•
automated assistance by engaging
customer naturally using a humanlike
Intelligent Virtual Agents (IVA) provide a
Benefits
language understanding.
DATA SHEET
•
Serve: Nina Web answers customer’s questions, guides them to successful
outcomes and connects them to the right person or place for immediate, easy and
effective self-service.
•
Listen: Nina Web monitors every customer interaction and tunes the virtual
assistant accordingly, ensuring your virtual assistant stays relevant and effective.
T H E P E R F E C T C O M P L E M E N T TO M OX I E L I V E C H AT
Nina Web provides a
Nina Web greatly complements and integrates with Moxie Live Chat.
distinctive competitive
advantage to companies who
Features
•
Configure channeling logic to meet your business needs when the request is
want to converse, serve, and
outside the realm of virtual agent training or when the user expresses frustration,
listen to their customers in
according to defined business policy for escalation
•
unprecedented ways.
Determine availability of chat queue with relevant skill set and associated wait
time, prior to offering live chat channel
•
Communicate wait time to set customer expectation
•
Collect pre-chat questionnaire data in conversational style
•
Transfer virtual agent and consumer chat transcript to the live agent console for
seamless hand-off and context setting, eliminating need for customer to re-state
problem
•
Offer a seamless user experience by allowing users to stay in the same chat
window for virtual agent and live chat conversation
Seamlessly Escalate from Virtual to Live Agents
www.gomoxie.com
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Bellevue, WA
Austin, TX
EMEA | Reading, UK
[email protected]
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Tel: +1 (425) 467-5000
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