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Intelligent Virtual Assistant—Omni-channel customer engagement success stories

One of UK’s largest retailers transforms digital customer engagement with Nuance Virtual Assistant.

Customers get fast solutions to common problems, and agents get more time to spend on unique cases.

Company profile

A leading UK retailer enhanced its customer experience to support increased contact volumes and free up agents’ time. Using Nuance Virtual Assistant, customers receive automated website support for common problems. Using the data from previous engagements, the virtual assistant provides accurate solutions, allowing agents to focus on complex cases.

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We treat the virtual assistant just like an agent. We train it, manage its performance, and it works as one of the team—and we’re starting to see a lot of value from that.

Business Solutions Manager for Retail
Large UK retailer

Background

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