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.
Chief Product Owner
Nuance Virtual Assistant and Live Assist achieved
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