Nuance Live Assist and Virtual Assistant

Dixons Carphone Group adapts digital channels for COVID-19 demand

More than 100 live agents trained in ten days, and a conversational virtual assistant deployed in just two weeks.

Company profile

Dixons Carphone Group (DCG) is a market leader in electronic goods and mobile device sales across eight countries, with brands including Currys PC World and Carphone Warehouse.

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We were already working with Nuance to plan the modernisation of our communication channels, all we had to do was speed up the plan. The developers at Nuance put in hours of work to make our virtual assistant happen. It was an intense project, but the results are truly compelling.

Chris Stroud
Director of Contact Centre Operations,
Dixons Carphone Group


  • As COVID-19 forced DCG to close its stores, and demand increased for online support and sales, the company needed to rapidly expand its service channels.


  • Using Nuance Live Assist and Nuance Virtual Assistant, DCG deployed more than 100 new chat agents and a conversational virtual assistant within just a few weeks.


  • DCG’s chat agents handle around 35,000 per week, and its virtual assistant handles nearly 100,000 interactions weekly.


As COVID-19 lockdowns were put in place across the UK, hundreds of DCG’s physical stores were forced to close, creating a huge spike in sales across the company’s phone and digital channels. With only 25 agents working in its live chat division, the service could easily have been overwhelmed.

But DCG worked closely with Nuance to expand its digital channels and continue serving customers with minimal disruption.

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