Omni-channel Customer Engagement for Retail

Simplified and seamless—creating a superior shopping experience

With more options and higher expectations, customers are seeking more unified, personalized and seamless experiences from retail organizations—whether those interactions occur in stores, online, remotely, or in any combination of the three. Learn how cutting‑edge voice, digital, and messaging solutions can transform customer experiences—and improve business operations.

See why Nuance was chosen by 10 of the top 15 global retailers.

flyout trigger

Top 5 reasons why retail chatbots fail (and how to fix them)

There’s no doubt that chatbots and virtual assistants can help any retail brand deliver stand out shopping experiences. But it’s not as easy as spinning up a basic bot and letting it loose on your customers.

Download your copy of our eBook today and learn how you can improve your customer experience while increasing ROI.

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eBook: Retail chatbot fails

Download the eBook to uncover essential advice for designing a new bot or troubleshooting your existing one.

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Improve customer acquisition, engagement, and retention

Nuance AI-powered, omni-channel platform delivers extraordinary results for retailers from seemingly subtle changes.


first contact resolution delivered by virtual
assistant for world’s second largest retailer(pdf)


saved by top ten UK retailer(pdf) in first year through virtual assistant containment


increase in overall sales conversion rate with live chat at tier-one mobile carrier


reduction in transfers out of IVR at leading eCommerce retailer


Engage customers throughout the omni‑channel retail journey

Enhance effectivity, improve acquisition, and increase average sale by removing friction across channels.

Predict & personalize
Tailor experiences based on customer expectations using the power of Artificial Intelligence.

Using multiple customer data points the Nuance Prediction Engine delivers a streamlined intuitive experience. Combining this capability with enhanced Natural Language Understanding and our AI capabilities provides shoppers with hyper-personalized recommendations.

Boost conversions
Promote frictionless interactions with quick, accurate escalation and authentication.

Be proactive when applying real-time analytics and business rules to effectively engage and convert customers. Escalate customers from virtual assistant to live chat, from the IVR to an agent, or smoothly route inquiries to an in-store associate. Lower handle time and improve customer engagement with voice or behavioral biometrics.

Empower agents
Enable better buying experiences and build brand loyalty by enhancing agent performance.

Take advantage of Agent AI to improve agent productivity and create a more satisfying customer experience. Help agents optimize dialog with recommended responses and provide easier access to relevant, real-time insights. Leverage sophisticated, smart tools to boost agent confidence, efficiency, and effectiveness.

Improve experience
Help customers maintain a superior, contextual experience regardless of channel.

Streamline customer experiences with the unified Nuance Intelligent Engagement Platform. Enable shoppers to use their channel of choice, live or self-service. Whether they prefer desktop, mobile, IVR, smart speaker, Apple Business Chat, or TV, ensure seamless, consistent dialog and conversion.

Prevent fraud
Dramatically reduce risk of fraud and protect your brand.

Improve both customer and agent satisfaction with easily integrated, highly scalable multi-modal biometrics from Nuance Gatekeeper. Streamline acquisition and support by authenticating naturally using voice, behavior and more.

Reduce costs
Lower operating costs and while maintaining a consistent customer experience.

Whether answering questions in a virtual assistant, containing calls in the IVR, or seamlessly routing inquiries to the most appropriate chat or phone agent, Nuance solutions save agent time and cost. Save money by deploying one platform and one dialog.

Better digital retail experiences, faster.

Speed deployment of a superior digital customer experience in as little as four weeks with Nuance Retail Essentials for chatbots and VAs. Using industry‑specific intents and proven experience, this AI‑based platform integrates with your data, enabling brands to provide personalized responses across any channel and the ability to escalate to live chat as needed.

Get the data sheet(pdf. Open a new window)

From complicated and time consuming, to simple, secure, and efficient engagements

See how using intelligent engagement capabilities can make all the difference in retail. Help provide the level of service your customers have come to expect.


Deploy solutions designed to
thrill customers


Customer Announcements
Case Studies

We understand the demands of retail. Let's work together to meet them.