Project Viridian
Major banking prospects
Intelligent self-service using cross-channel follow-through from previous interactions
Proactively connect the dots for the user to anticipate and answer likely questions
Promote the integration between Nuance IVR and Microsoft Dynamics 365 with other customer channels
Prototype one use case showcasing an inbound IVR call prompted by outbound SMS warning
Project Cobalt
National financial services group
Conversational pilot for funds transfer and account balance
Balances flow with entity-driven list filtering for streamlined playback
Data collection utterances show members calling in asking about their balance:
With no additional details specified,
With an account type specified
With an account nickname specified,
With the last 4 digits of the account number specified.
Member data analysis showed a wide range in the number of accounts, so not a good experience for all members to play all matching account information.
Project Hunter
Multinational financial services corporation
Trading stocks, getting stock quotes, checking account balances
Typical interactions include multiple connected intents, so tracking context and entities, and resolving pronouns, is a must
One-step correction of sale and purchase orders is also expected based on account balance or quote information
