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Virtual assistant—Omni-channel customer engagement success stories

Swedbank creates digital customer experience with Nina

Virtual assistant gets 78 percent first‑contact resolution within first three months.

Company profile

Swedbank is ‘a modern bank firmly rooted in Swedish savings bank history’. As one of Sweden’s largest retail banks, Swedbank has 8 million private, and more than 600,000 corporate and organizational customers; a leading position in its other home markets of Estonia, Latvia and Lithuania; and a growing presence in the US and China. Swedbank plays an important role in the local communities it serves and works hard to develop close, long‑term relationships with its customers via an extensive retail network and well‑developed phone, internet and mobile services. 

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Swedbank leverages Nuance Nina Virtual Assistant

Finding the information you want on the internet can be difficult, and holding on a phone to get basic questions answered is something we all want to avoid. Nina allows our customers to have more intelligent conversations with us using their own words. They are able to achieve what they want in a far easier and more intuitive way.

Martin Kedbäck
Channel Management
Swedbank

Challenge

  • Enable 2 million customer interactions per year to be quickly resolved through self‑service
  • Allow all banking to be handled via self‑service on digital channels
  • Free up contact center staff to focus on value‑added tasks
  • Create a platform for new services to enhance customer experiences for an expanding digital user base

Solution

  • Nina virtual assistant deployed to deliver personalized customer experiences
  • Assists customers with information searches and basic transactions, including answering their questions and directing them to appropriate links or web forms
  • Supports Swedbank's agents to speedily and efficiently answer customer queries
  • Capabilities being extended to cover all of Swedbank's customers, its Mobile Bank and iPad Bank

Results

  • Nina averaged over 30,000 conversations per month within just three months of being deployed
  • Achieved 78% first‑contact resolution (FCR)
  • Handles over 350 customer questions and answers, increasing the personalization of customer experiences
  • Reduces the time taken people to find the information or transact the service they need

Background

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