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Nina Virtual Assistant—Omni-channel customer engagement success stories

Kaspersky Lab drives customer engagement across sales and service with Nuance's Nina

Innovative virtual assistant technology reduces call center inquiries and emails by 22% and increases sales order value.

Company profile

Kaspersky Lab is the world’s largest privately held vendor of endpoint protection solutions. The company is ranked among the world’s top four vendors of security solutions for endpoint users. Throughout its 15-year history, Kaspersky Lab has remained an innovator in IT security and provides effective digital security solutions for consumers, SMBs and enterprises. The company currently operates in almost 200 countries across the globe, providing protection for over 300 million users worldwide.

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Kaspersky Lab uses Nuance Nina virtual assistant

Today’s digital-savvy customer is increasingly dictating when, where, and how they want to interact with a company, which is redefining customer engagement,” said Michael Neumeyer, Head of Online Operations DACH, at Kaspersky. “We were looking for a solution that delivered the kind of superior, dynamic online experience that today’s digital consumer demands, while also reducing our support costs.

Michael Neumeyer
Head of Online Operations DACH
Kaspersky

Challenge

  • Long support time queues especially during virus attacks

Results

  • 85% average customer support resolution rate
  • 22% decrease in call center inquiries and emails
  • Global expansion of virtual assistant technology

Background

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