Nina Virtual Assistant—Omni-channel customer engagement success stories

New Windstream online customer experience.

Nuance Nina virtual assistant gets 72% first contact resolution rate in the first three months.

Company profile

Windstream Corp. is a leading provider of advanced network communications, including cloud computing and managed services, to businesses nationwide. The company also offers broadband, phone and digital TV services to consumers. Windstream has more than $6 billion in annual revenues and is listed on the S&P 500 index.

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Windstream uses Nuance Nina Virtual Assistant

In order to win in our markets, Windstream must keep pace with customers and that means delivering content and support to them when, where and how they want it. Using a virtual agent delivers the kind of always-on, engaging, and contextual experience that our Web-savvy consumers expect. And with Nuance’s proven track record, we knew we would produce a world-class agent.

Sarah Day
Vice President of Consumer Marketing


  • Deploy innovative, online customer engagement channel to support its residential customers
  • Expanding live chat and call center support was cost prohibitive
  • Existing online resources like static FAQs were ineffective at helping customers


  • Launched Wendy, the Windstream virtual assistant using Nuance Nina
  • Branded persona
  • Delivers personalized web customer service
  • Human-like conversational interface uses natural language processing


  • In the first three months, Wendy handled on average over 24,000 conversations a month
  • Achieved 72% first contact resolution (FCR) rate
  • Deflected 44% of contacts escalating to the contact center


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