Digital Engagement — Omni-channel customer engagement success stories

The ROI of digital customer engagement

8 examples of companies winning big with virtual assistants and live chat.

Case study showcase

Consumer preferences for service have evolved— customers now routinely use digital channels to complete tasks that once kept phone agents busy. With growing options to assist customers, it has become more challenging for organisations to find a well-balanced customer experience that helps consumers find answers fast, allows for human assistance when needed and delivers operational efficiency.

Financial services institutions

  • Implemented Nuance virtual assistant into their customer experience
  • Implemented Nuance live chat for each line of business

Travel brands

  • Collaborated with Nuance to develop their own branded intelligent virtual assistant
  • Deployed Nuance live chat to reduce the number of contact points needed to book or resolve an issue.

Shipping/delivery brands

  • Deployed the Nuance virtual assistant on their web pages worldwide

Telecom brands

  • Integrated Nuance VA with their existing live chat solution


Financial services institutions

For one financial services institution, giving their customer service agents more time to engage in more complex issues was a priority, so they implemented the Nuance virtual assistant into their customer experience.

Another large US retail bank wanted to let customers manage their finances more effectively using digital customer engagement channels. The bank partnered with us to implement live chat for each line of business, and then optimise targeting rules for more focused audiences, such as educational financing for millennials.

Travel brands

A major airline collaborated with Nuance to develop their own branded intelligent virtual assistant that answers customers’ questions with conversational language to not only provide information more quickly, but to provide the right information, based on an understanding of what the consumer needs. Together, the airline and Nuance identified the top questions being asked by customers about the airline’s products, policies and services, and Nuance implemented answers to these questions into the virtual assistant.

To help reduce the number of contact points needed for online guests to book a cruise or resolve an issue, this popular cruise line deployed our live chat solution. By adding live chat on mobile devices, which accounts for nearly half of the company’s online traffic, they delivered easier access to information and faster issue resolution—all with a direct impact on revenue.

Shipping/delivery service brands

Two of the leading shipping/delivery service brands deployed the Nuance virtual assistant on their web pages worldwide, offering interactive help that uses automation that looks and feels similar to a live chat session.

Telecom brands

A leading telco brand found they were missing key sales opportunities when live chat agents weren’t available due to high chat volume. They wanted to improve availability in digital service channels without increasing contact centre costs. As they were an existing live chat customer, this was a great opportunity to add a virtual assistant to deliver 24/7 assistance. Using our virtual assistant, commonly asked questions are now answered quickly and easily, while more complex issues are seamlessly and intelligently routed to a live chat agent with the right skill set.

Another major telco combined our virtual assistant with live chat to deliver a truly seamless and personalised customer experience. To reduce the number of live calls into its existing IVR, they implemented a live chat solution across all business units. We then partnered with them to deliver a solution that allows customers to use SMS chat—a continuous, asynchronous messaging option—to seamlessly transition customers from the IVR to live assistance in digital channels.

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