Omni-channel customer engagement success stories

HMRC adapts to COVID‑19 with support from Nuance

When the COVID‑19 pandemic forced the UK to go into a national lockdown in March 2020, HM Revenue and Customs (HMRC)—the UK’s tax, payments and customs authority—had to act fast to support the nation.


During COVID‑19, many businesses had to cease operating and a large majority of the country had to temporarily stop working, which meant HMRC needed to offer immediate support. The Chancellor asked the department to roll out four key COVID‑19 support schemes that needed to be accessible to millions of people across the country, all with minimal wait times and disruption.

Nuance Live Assist and Virtual Assistant supported:


in claims on the Coronavirus Job Retention scheme


government grant applications on the first day of operation


in transactions for the Self Employment Income Support scheme

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