Swedbank delivers fast, convenient self‑service with Nuance
Using Nuance Virtual Assistant on its home page and mobile apps, Swedbank offers customers the chance to ask questions in natural, conversational text and gets their questions answered quickly.
In recent years, Swedbank has seen many of its customers make the bank’s digital platforms their engagement method of choice—opting for faster, more convenient service. The bank wanted to create more digital self‑service options to meet this new demand and help reduce pressure on the agents in its contact centers.
Download case study (pdf. Open a new window) Explore Nuance Virtual Assistant
Chief Product Owner
Swedbank wanted to reduce the pressure on its agents by offering customers convenient self-service options on its digital platforms.
Using Nuance Virtual Assistant and Live Assist, Swedbank’s customers can get quick answers to their queries, complete specific transactions within the conversation, and receive support from a live agent in the same chat environment.
Swedbank’s virtual assistant (VA) handles more than two million conversations a year, answering around 80% of questions asked by customers.
conversations a year handled by the bank’s Virtual Assistant
first‑contact resolution using the Virtual Assistant and Live Assist
debit cards replaced in two years using the Virtual Assistant