The next wave: Nuance Loop delivers next generation customer lifecycle management for CSPs through Artificial Intelligence (AI)

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The Next Wave for CSPs

Effective customer lifecycle management is essential to the success of every brand, its customer satisfaction, retention and the bottom line. It is a key focus of digital transformation strategies globally, enabling communication service providers (CSPs) to deliver a personalized customer experience. Customers interact with their CSP through a multitude of channels. With expectations set by digital service providers, customers assume a consistent experience however they choose to get in touch, and they want to choose the channel and process that works for them, at the time that suits them. Using our Artificial Intelligence (AI) and data-analytics platform, Nuance Loop provides context, customer choice and control to the customer journey, by delivering highly personalized experiences, services and offers for customers. Using Nuance Loop, CSPs can transform customer engagement, delivering better experiences and outcomes for their customers and better results for their business. CSPs have a lot of data on their customers – who and where they are, what devices they are using, what they buy and how happy they are with the service. However, that data can be fragmented making it hard to gain a consistent view of each customer. Nuance Loop integrates with legacy BSS, OSS and CRM systems to pull the logs and transaction data and deliver end to end customer journeys across the whole customer lifecycle. Nuance Loop helps to pull the data together to give one view of each customer so that the CSP can identify what they want, when and how they want it. Having the right data at the right time in the right context enables operators to build brand loyalty by giving customers consistent personalized customer engagement across every channel; from social media to text, from USSD to email. Understanding and optimizing the customer journeys, defining the right message or offer, targeting it and sending it at the right time in the right way, through the right channel, when the customer needs it. This enables the operator to orchestrate content, products, services and bundles for their customers.

Tell me more: Nuance Loop overview

Designed for mobile operators, Nuance Loop is based on an advanced data analytics and orchestration platform. It harnesses powerful AI technology enabling mobile operators to offer a better experience to everyone on their network; cuts time-to-market for the latest services; enables new levels of personalization; drives subscriber loyalty, ARPU and ensures revenue opportunities are never missed. Developed to provide maximum flexibility at its core, Nuance Loop comprises infrastructure, analytics and reporting layers. This starts with integration of existing telco systems to develop and maintain the data lake, providing a single view of each customer and supporting customer journeys across the entire lifecycle. It includes an AI-based KPI and BI system with customer profiling and analytics, operating across multiple customer-facing digital channels, from social media to web. Finally, there is a comprehensive reporting platform and dashboard to track Key Performance Indicators to enable the CSP to make the appropriate business decisions. Depending on the CSP strategy or business challenges, Nuance Loop can then add from a number of modules, all of which benefit from our Professional Services team’s input to ensure that each is designed to fit the particular market and CSP requirements. For example, enabling the CSP to allocate a specific score or profile to each customer so that it can target more effectively, or even provide credit or offers based on past behaviors and profile. It provides the CSP with the tools to monitor and understand the consumer’s value better, and tailor products according to usage patterns. Across the Customer Journey, Nuance Loop’s provides carriers with the tools to deliver customer lifecycle management and help with acquisition, handholding, upsell, cross-sell, loyalty, retention and finally winning back customers. The platform’s unique AI, predictive and probabilistic modelling targets increases customer loyalty and retention, reducing churn, even identifying and returning potentially lapsing customers. The next wave: Nuance Loop delivers next generation customer lifecycle management for CSPs through Artificial Intelligence (AI) ‘Customer Footprints’ within the network are transformed into relevant marketing information using classification and segmentation – our recommendation engine suggests the best products, services and bundles using data mining and predictive analytics, suiting each customer’s needs and behavior. Other modules are designed around increasing customer loyalty and reducing churn; delivering orchestration; advanced profiling and credit scoring, or more detailed reporting. In addition, the full Nuance Loop portfolio of mobile financial services, voice and messaging and more can be added to provide revenue generating opportunities. Nuance Loop is provided as a managed service, in the cloud or on premise, and on a revenue share model, at no cost to the operator.

This time it’s personal: Nuance Loop as a personalized carrier network service

Nuance Loop gives mobile operators the ability to compete effectively, drive new revenue streams and monetize services through its intelligent data analytics and marketing platform that delivers personalized services offers to subscribers in their real-time moment of need. It anticipates and fulfils subscribers’ unique needs at the right time and through the right channel for them. Through the application of voice, natural language understanding, big data analytics, artificial intelligence (AI) and machine learning, Nuance helps communications service providers to simplify complex interfaces and menu guides for a better user experience, while unlocking new opportunities for revenue through individual subscriber engagement, content and on-demand purchases. Nuance Loop identifies the best offer for each subscriber through its understanding of the customer profile and context.

In the Loop: growing the mobile ecosystem through AI and machine learning

Based on Nuance’s leading Artificial Intelligence and big data analytics technologies, Nuance Loop learns lifecycle management for CSPs through Artificial Intelligence (AI) from billions of daily interactions with over 700 million subscribers a day to provide personalized network services at the right time, over the right channel – based on the subscriber’s usage history and profile. The machine learning engine constantly learns and adapts to subscribers’ needs based on their activity and profile, throughout their life with the network. Operators can deliver truly personalized network services to mobile subscribers at the right time and over the right channel. Communications to customers will be targeted, relevant and timely.

Show me the money: new revenue and ARPU streams for mobile operators

Nuance Loop is generating hundreds of millions of dollars of incremental revenues for service providers in North America, LATAM and Asia. Intelligently engaging subscribers across any touch point - voice, text, USSD, browser or app – Nuance determines and fulfils the optimal, personalized offer for the subscriber based on his or her context and history. For example, a heavy data user may need a new personalized data pack tailored to their usage; a low-balance mobile subscriber may need a personalized top-up to prevent them running out of balance; zerobalance subscribers may qualify for a tailored loan to tide them over to the next top-up. In addition, Nuance Loop has a market leading suite of services including V2T, call intercept and a further call completion portfolio.

The sharing economy: revenue share model, at no charge to the operator, and deployed as a fully managed service

Nuance Loop with mobile solutions is deployed as a carrier-grade managed service at no charge to the service provider. A pure revenue-share business model enables carriers to be flexible, reduce their investment in network infrastructure and reduce their business risk. It provides a new, continuously improving revenue stream from a platform that can integrate into any network, either on premises or in the Cloud. In addition, it is a managed service, with operations and monitoring teams in Nuance Network Operations Centres providing 24x7x365 support.

Truly global customer set

Nuance Loop services are used by over 700 million subscribers every day, generating billions of customer interactions, and significant revenue for our operators. In Brazil, for example, Nuance Loop is used by all the leading operators in the region, handling over 6 billion calls and 2 billion text messages monthly. Other global customers include Vodafone, Airtel, Aircel, Claro, Expresso, H3i, Mobifone, OI, Ooredoo, Orange, Rogers, Sprint, Telefonica, TIM, Verizon, Vinaphone, Virgin, and Vivo.

In summary: Nuance Loop is the future in AI and customer lifecycle management for CSPs

Customers are not only looking for fast services but also need a frictionless experience across all touch points within a platform. Nuance Loop’s platform focuses on real-time reporting accuracy and agility plugged directly into the CSPs business systems. This creates a seamless customer experience and enables service providers to deliver mobile services on a revenue share model. Nuance Loop gives CSPs a unique advantage in their digital transformation: the tools to deliver the right services at the right time over the right channel – we believe this is the future of enabling CSPs to best manage their customer lifecycle, reducing churn and increasing revenues and loyalty. For further information please contact: CSP_FieldMarketing@nuance.com

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