Swedbank success story – Nuance Virtual Assistant

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.

Description

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.

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We’re helping our agents work more efficiently, and we’re making banking more convenient for customers.

Lorenz Versloot
Chief Product Owner
Swedbank

Nuance Virtual Assistant and Live Assist achieved
2M

conversations a year handled by the bank’s Virtual Assistant

82%

first‑contact resolution using the Virtual Assistant and Live Assist

150K

debit cards replaced in two years using the Virtual Assistant

Learn how the Nuance digital customer engagement portfolio can help you deliver extraordinary experiences—and exceptional results.