Nina Virtual Assistant from Nuance Brings Human Touch to Swedbank Customer Service
April 25 2016 - 08:00AM
Business Wire
For Swedbank Customers and Customer Service
Agents Alike, Nina Makes it Easy to Get Answers; New Conversational
Virtual Assistant Resolves 78% of Queries during First
Contact
Nuance Communications, Inc. (NASDAQ: NUAN) today announced that
Swedbank Group, the leading financial institution in Sweden,
Estonia, Latvia and Lithuania, is using Nuance Nina, an intelligent
virtual assistant that delivers a human-like, conversational
customer service experience to enable self-service capabilities and
quick and easy access to information for Swedbank customers and
service agents alike. With the intelligent conversational system on
the Swedbank Web site, banking customers can simply type their
questions to the Swedbank virtual assistant in order to find
answers to their questions and identify the financial services that
are best suited for their needs. In addition, Swedbank customer
service agents are using the new system to quickly source
information for customers, reducing the amount of time customers
must spend on the phone seeking answers to their questions. As a
result, Nina has helped Swedbank improve the customer experience
for consumers and agents alike, including a 78 percent
first-contact resolution within the first three months.
This conversational experience on the Swedbank web site draws on
Nuance Nina, an intelligent assistant that leverages Nuance’s
innovative Natural Language Understanding (NLU) technology and
delivers a more natural interface to web visitors which simulates
human conversation. Nuance’s NLU technology allows applications
like Nina to understand a customer’s intent through an interactive,
text-based chat experience. Because more than 75% of Swedbank
customers prefer to conduct their banking via a mobile app or the
bank’s web site, the virtual assistant is helping to guide
customers to the answers that they seek – quickly and easily –
limiting the need to call in to the bank with additional questions.
For those customers who do prefer to call the bank, Swedbank agents
also have access to the virtual assistant to quickly source answers
to inquiries, limiting the customer’s average call time, and
improving the customer experience. Customer adoption of the virtual
assistant has been positive, with an average of 30,000
conversations having occurred per month within just the first three
months of the deployment. In addition, Swedbank’s virtual assistant
is currently answering 8 out of every 10-customer questions, and
only continues to improve.
“With Nina, our customers have more opportunities to get in
contact with us in the way they prefer,” said Martin Kedbäck,
Channel Management at Swedbank. “We like to be where our customers
are, and that includes providing support online and in our other
digital channels. For us, it feels natural to offer our customers
easy and effective ways to contact us and resolve their
queries.”
Hear more from Martin Kedbäck here –
https://youtu.be/MhNh1EGdkSw or read a full case study about
Swedbank here - http://engage.nuance.co.uk/Swedbank-Case-study.
“Since Nina was introduced, we’ve seen the clear impact that
these sorts of interactive, conversational experiences can have
when it comes to improving the consumer’s experience, and we’re
also seeing tangible business benefits, particularly on the web,”
said Robert Weideman, executive vice president and general manager,
Nuance Communications. “Organizations can leverage Nina to guide
customers to the answers that they need more quickly and easily on
their web site, and that translates to fewer calls, and lower
contact center costs, and it also presents additional opportunities
for sales. It’s really a winning combination for consumers and
service providers.”
About NinaNina leverages Nuance’s unparalleled technology
leadership and expertise in voice, natural language understanding,
conversational dialogue and advanced resolution techniques. It
delivers a compelling, multi-channel, automated customer service
experience for the consumer and the enterprise. For more
information about Nina, visit www.nuance.com/go/nina.
About Nuance Communications, Inc.Nuance Communications,
Inc. (NASDAQ: NUAN) is a leading provider of voice and language
solutions for businesses and consumers around the world. Its
technologies, applications and services make the user experience
more compelling by transforming the way people interact with
devices and systems. Every day, millions of users and thousands of
businesses experience Nuance’s proven applications. For more
information, please visit: www.nuance.com.
Nuance and the Nuance logo are trademarks or registered
trademarks of Nuance Communications, Inc. or its subsidiaries in
the United States of America and/or other countries. All other
company names or product names may be the trademarks of their
respective owners.
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Nuance CommunicationsNorth AmericaErica Hill,
781-888-5518erica.hill@nuance.comorNuance CommunicationsEMEAVanessa
Richter, +32 475769507vanessa.richter@nuance.com
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