Simplified and seamless—creating a superior shopping experience
With more options and higher expectations, customers are seeking more unified, personalised and seamless experiences from retail organisations—whether those interactions occur in stores, online, remotely, or in any combination of the three. Learn how cutting-edge voice, digital, and messaging solutions can transform customer experiences—and improve business operations.
Top 5 reasons why retail chatbots fail (and how to fix them)
There’s no doubt that chatbots and virtual assistants can help any retail brand deliver stand out shopping experiences. But it’s not as easy as spinning up a basic bot and letting it loose on your customers.
Download your copy of our eBook today and learn how you can improve your customer experience while increasing ROI.
Get our latest resource
Download the eBook to uncover essential advice for designing a new bot or troubleshooting your existing one.
Download eBookImprove customer acquisition, engagement, and retention
Nuance AI-powered, omni‑channel platform delivers extraordinary results for retailers from seemingly subtle changes.
85%
first contact resolution delivered by virtual assistant for top
five global apparel retailer(pdf)
£2M
saved by top ten UK retailer(pdf) in first year through virtual assistant containment
23%
increase in overall sales conversion rate with live chat at tier-one mobile carrier
30%
reduction in transfers out of IVR at leading eCommerce retailer
Benefits
Engage customers throughout the omni‑channel retail journey
Enhance effectivity, improve acquisition, and increase average sale by removing friction across channels.
Predict & personalise (Play a video)
Tailor experiences based on customer expectations using the power of Artificial Intelligence
Using multiple customer data points the Nuance Prediction Engine delivers a streamlined intuitive experience. Combining this capability with enhanced Natural Language Understanding and our AI capabilities provides shoppers with hyper‑personalised recommendations.
Boost conversions (Play a video)
Promote frictionless interactions with quick, accurate escalation and authentication
Be proactive when applying real‑time analytics and business rules to effectively engage and convert customers. Escalate customers from virtual assistant to live chat, from the IVR to an agent, or smoothly route inquiries to an in-store associate. Lower handle time and improve customer engagement with voice or behavioral biometrics.
Empower agents (Play a video)
Enable better buying experiences and build brand loyalty by enhancing agent performance
Take advantage of Agent AI to improve agent productivity and create a more satisfying customer experience. Help agents optimise dialog with recommended responses and provide easier access to relevant, real‑time insights. Leverage sophisticated, smart tools to boost agent confidence, efficiency, and effectiveness.
Improve experience (Play a video)
Help customers maintain a superior, contextual experience regardless of channel
Streamline customer experiences with the unified Nuance Intelligent Engagement Platform. Enable shoppers to use their channel of choice, live or self‑service. Whether they prefer desktop, mobile, IVR, smart speaker, Apple Business Chat, or TV, ensure seamless, consistent dialog and conversion.
Prevent fraud (Play a video)
Dramatically reduce risk of fraud and protect your brand
Improve both customer and agent satisfaction with easily integrated, highly scalable multi‑modal biometrics from Nuance Gatekeeper. Streamline acquisition and support by authenticating naturally using voice, behaviour and more.
Reduce costs (Play a video)
Lower operating costs and while maintaining a consistent customer experience
Whether answering questions in a virtual assistant, containing calls in the IVR, or seamlessly routing inquiries to the most appropriate chat or phone agent, Nuance solutions save agent time and cost. Save money by deploying one platform and one dialog.
From complicated and time consuming, to simple, secure, and efficient engagements
See how using intelligent engagement capabilities can make all the difference in retail. Help provide the level of service your customers have come to expect.
Solutions
Deploy solutions designed to thrill customers
Digital portfolio
Our digital solutions enable consumers to get their issues resolved immediately—by addressing their self‑service needs using virtual assistants and supported by live chat for real‑time and asynchronous conversations for any digital channel, such as the website, app, messaging platform, smart speaker, or the TV.
Voice and Conversational IVR
How do you improve customer satisfaction? Simple. Reduce the time that callers are on the phone by routing correctly to the right agent, or even resolving the issue without an agent. Conversational AI allows the IVR to listen, understand and respond to callers—allowing the system to anticipate needs, proactively provide information and rapidly resolve issues without engaging a live agent.
Artificial Intelligence
Our AI-powered solutions for omni-channel customer engagement are used by the world’s largest organisations to deliver personalised, consistent experiences to consumers across interactive voice response (IVR), web, mobile, IoT and messaging channels. Through intelligent systems built with AI, using technologies that are AI, and are smarter, safer, scalable and easy to use.
Security and authentication
Protecting your customers’ information is job number one. By easily authenticating their identity through state‑of‑the‑art, multimodal biometrics (voice, behavioural and facial recognition), you’ll make life easier for them—and tougher on fraudsters.
Resources
Guides
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The new retail customer journey(pdf. Open a new window)
Gain insight into emerging retail trends and the new customer journey they’re shaping as more and more customers choose online shopping first -
More engagement, more uplift: omni-channel opportunity in retail(pdf. Open a new window)
Creating a more intelligent, predictive IVR experience cut the amount of misrouted customer calls
Customer Announcements
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H&M Extends Nuance Virtual Assistant and Live Chat to Google's Business Messages(Open a new window)
Top three retailer accelerates digital development and integration of digital and physical channels to meet consumers' changing behavior and deliver superior customer service experiences -
Albertsons Supports Shoppers with Virtual Assistant and Live Chat(Open a new window)
One of the largest U.S. food and drug retailers provides real-time digital assistance to the growing number of customers ordering groceries via web and mobile apps
eBook
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Retail chatbot fails
5 reasons they break and how to fix them
Case Studies
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Major US retail chain(pdf. Open a new window)
Creating a more intelligent, predictive IVR experience cut the amount of misrouted customer calls -
Leading global retailer(pdf. Open a new window)
A top brand creates personalised customer experiences across its voice and digital channels -
Large UK retailer(pdf. Open a new window)
One of UK’s largest retailers transforms digital customer engagement with Nuance Virtual Assistant