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Dragon NaturallySpeaking® Version 9

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Nuance by the Numbers

• Nuance Communications– Formerly ScanSoft– Over $2B Market Cap– Over 2,000 employees

• Leadership– Over 16 million registered desktop users– 90% market share for desktop speech recognition– 80% market share for desktop scanning/OCR– Second only to Adobe for desktop PDF solutions– 95% market share for speech-enabled directory assistance

Imaging

Speech

Total

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25,000

50,000

75,000

100,000

125,000

150,000

175,000

200,000

225,000

250,000

2000 2001 2002 2003 2004 2005

Rapidly Growing and Profitable

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Dragon NaturallySpeaking Product Family

Sample Customers and Partners

Create documentsand control yourPC using your voice –at up to 160 words perminute!

Reduce transcriptioncosts and speed accessto clinical data –simply by speaking

Create contracts, letters and interrogatoriesquickly & easily –simply by speaking

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Why Use Speech Recognition?

• Most people type at 40 WPM but speak 3-4 times as fast– Virtual “typing” significantly speeds up productivity– Typing COSTS companies productivity– Even professional typists can be more efficient with speech– People slow down their thoughts to accommodate slow writing and typing

speeds– Narratives tend to be brief and lack details when workers have to type or

write their own work

• Typing is tedious and can lead to debilitating repetitive stress injuries (RSI)– Voice control limits the amount of interaction with the keyboard and

mouse– RSI injuries cost companies $27,000 per incident per year (workers comp

premiums, replacement workers, training, overtime, disability premiums, etc)

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Why Use Speech Recognition?

• Applications slow down users– Many data applications and/or processes require lots of mouse clicks and

keyboard entries that are time consuming

– Performing repetitive tasks can be sped up with speech

– Automate procedures to increase user efficiency

• Administrative support and professional keyboarding tasks are slow and costly– Replace transcription and data input with speech recognition to save

money on resources by improving throughput and efficiency

• Email is a major form of communication today– Many employees waste valuable time creating and responding to emails

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• “Out of the box” compatibility with any Windows-based program– Command and control of desktop– Command and control of applications– Navigation– Data entry tasks– Email– Web research

• Tools to build custom workflow commands

• Tools to build custom vocabularies

DNS Flexibility

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Dragon NaturallySpeaking in Insurance

• Corporate Counsel

• Claims / Adjusters

• Call Center

• Investigators

• General Workforce– RSI / Carpal Tunnel

– Anyone who performs repetitive typing tasks, narratives, etc.

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Why Legal Department Use Speech Recognition?

• Manual typing increases turn around time for legal documents, increasing the cost of dealing with claims and other legal issues

• Manual transcription is costly and inefficient– Using speech recognition to automate transcription

can reduce costs by 50% (outsource or internal administration)

• Net - Speech recognition has become a proven and valuable tool to improve the effectiveness and efficiency of legal organizations

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Why Dragon NaturallySpeaking Legal 9?

• No longer requires initial voice training by user

• The de-facto standard for Legal marketplace– 300,000 word general and 30,000 legal vocabularies

– Supports voice Citations and 3rd party correction

• Easy to install and maintain– Windows and network installable

• Extensible– Custom vocabularies

– Scripting

– Roaming user support

– Citrix and WTS support

– Supports Digital Recorders

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Dragon NaturallySpeaking Case Study – Liberty Mutual

• Business Problem– Attorneys constantly behind in creating contracts

and other legal documents due to limited support staff

– 20 minutes/document, 5-6 documents per day, 10 minutes/system data entry per case

• Solution– Use Dragon NaturallySpeaking to allow attorneys to

create documents on their own and improve data input efficiency

• Results– (Next Slide)

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Dragon NaturallySpeaking Case Study – Liberty Mutual

• Results– NET: Have restored 6 to 8 hours of productive time per

week per attorney

• 100% of pilot participants agreed creation of traditional dictation is much faster with Dragon

• 50% reduction in document creation time after 90 days

• 70% reduction in document creation time after 180 days

• Proprietary systems data entry time reduced 70% to 3 minutes

• Revision/correction time nearly eliminated altogether

– Dragon used for about 80% of all documents, 50% of email

– In use by 225+ legal professionals

• Also being used by another 350+ employees

– Field Claims Reps

– Employees with RSI

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Claims Adjusting

• Dragon reduces adjuster time spent inputting data in claims record– Customer Interviews

– Inventory

– Appointment wrap-ups / summaries

• Voice Macros, Command and control allows for more effective maneuvering through Adjuster application software

• Records are more complete leading to:– Better customer satisfaction

– Reduced time/cost to process claim

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Dragon in the Call Center

• Streamline Workflow– Condense multiple keystrokes and mouse clicks to navigate

applications using macros– Improve CSR typing speed

• DNS can allow reps to “type” up to 160 wpm• DNS text macros can speed input of repetitive statements

– Log actions throughout call via macros & advanced scripting• Reduces call wrap-up summary

– Input standard text using text macros• Consistent wording allows for better data mining

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Case Study Call Centers Business – Southern CA Edison

• Business Problem: – Growing need to keep disabled and rehabbing

employees on the job• Increasing lost work days

• Increasing worker’s comp costs

• Decreasing morale

– Over $41 million was spent by SCE in direct costs and over 126,480 workdays were lost from 1997-2001 due to upper extremity repetitive stress injuries

• Not included: indirect costs of lost production, overtime, re-training, and other company benefits while employee is off

• Conservative estimate is 50% -- or another $20 million

• Solution:

– Use PC Dictation to make disabled employees more productive and bring injured employees back to work sooner

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Case Study Call Centers Business – Southern CA Edison

• Results:

– First year workers comp cost savings of $2.25M+ (conservative)

– Call Center Increased Productivity / Reduced Cost Per Call by using Dragon’s Command & Control capabilities:

• 40% reduction in required keystrokes in customer service department

• 75% reduction in required keystrokes in automotive service department

– DNS macros mimic keystrokes and mouse clicks to move CSR through application faster; shorten call wrap-up;

– DNS helped many underperforming CSRs significantly improved their performance

• Made some high-performing CSRs even more productive

– In the process of rolling out Dragon throughout call center

– NOW using Dragon to AVOID RSI injuries in high-risk workers

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Dragon NaturallySpeaking – Keys to Success

• Training – This is a new application for users, unlike anything they have tried before.

Training is often the difference between success and failure

• Memory – Speech is a memory oriented application. Insufficient memory will slow

down the user / PC and make for a bad experience

• Microphone– Must be a quality noise-canceling microphone.

• Attitude – DNS is the type of application that can fail with disinterested users

• Training – Can’t say enough times how important it is. DNS is a powerful tool for

more than just dictation – but you need to know how to use it.

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Technology Needs / Requirements

• PCs must meet DNS minimum specs– 1 GHz Processor– 512 MB Memory (1GB is recommended for better

performance)– 1 GB Disk space– Sound card supporting 16-bit recording

*NOTE: DNS installation will fail if any

of the above requirements are not met

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Demonstration

Dragon NaturallySpeaking 9