A top three global retailer. A major global telco.
This retailer transformed its entire customer engagement center by implementing Nuance Virtual Assistant and Live Chat. Now, the retailer can handle greater contact volumes and create unique experiences for its customers.
As a top three global retailer, this company handles thousands of calls every day. After the retailer predicted its call volume to double by 2020, it knew its legacy care center wouldn’t be able to keep up.
The retailer was already in the process of an ongoing digital transformation across its physical stores and digital channels, but it needed a new care center solution. It needed its solution to integrate with backend systems and answer personalized questions related to customers’ journeys, as well as combine digital and voice channels seamlessly.
The retailer implemented the Nuance Digital Engagement Platform, and within just one year, live chat and virtual assistant were rolled out to its seven largest markets. Now, customers can contact the retailer 24 hours a day, and they’re greeted by a virtual assistant through the live chat service before reaching an agent.
But as a leader of its industry, the retailer wanted to go one step further. It worked closely with Nuance to develop a service never seen before in retail. Customers can now upload a photo of an item within the chat, and the retailer’s virtual assistant will present a similar product based on machine learning algorithms.
The retailer deployed its virtual assistant in record time by leveraging existing chat transcripts and combined industry knowledge for faster training and go-live. And from day one, it was seeing over 85 percent of customer cases resolved by the virtual assistant.
After a successful first project with Nuance, the retailer is now working to deploy the platform in Germany, as well as integrate it through APIs into its CRM and other backend systems. The retailer’s virtual assistant will be able to provide an even more personalized service, with the ability to answer questions about customers’ orders, and even greet customers by name.
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With a 17-year partnership with Nuance, this global telco uses Nuance Conversational IVR, Live Chat, and Virtual Assistant to offer customers effortless contact experiences across multiple channels.
With over 60 million customers worldwide, one of the world’s leading telecommunications companies faces a massive customer engagement challenge every day. Its customers expect effortless services, quick solutions to their problems, and the ability to engage on whatever channel suits them most.
Delivering a seamless customer engagement strategy has always been a priority for the telco, but as customer expectations continue to rise, it needs to adapt quickly to keep up.
Using Nuance Conversational IVR, the telco offers customers a streamlined experience and relieves some of the growing pressure on its contact center agents. Since its launch, the telco has worked closely with Nuance to make updates as the market changes— whether it’s adding a new service offering, optimizing IVR performance based on existing conversation data, or adding additional self-service capabilities.
And it didn’t stop there. After its success with Nuance Conversational IVR, the telco also came to Nuance for its digital channels. Previously, the telco was working with another provider for its Live Chat service—but as demand for digital channels saw a rapid rise, the vendor struggled to keep up with platform enhancements. The telco needed a new solution, fast. When it came to Nuance with the challenge, it was able to make a deploy chat within an incredibly fast timeline.
The telco’s close partnership with Nuance has generated some huge cost savings over the years. Today, it has yearly savings of over $7m due to SMS to Chat and $14m due to virtual assistant contact deflection.
And it’s not just cost savings that have made the partnership a success— the telco has seen a big boost in operational efficiency and customer experience too. Its IVR currently has over 70 percent containment rate, and its conversational virtual assistant handles over 50 percent of cases without passing the customer onto a live agent. The telco continues to work closely with Nuance using agile methodologies, making quick updates and improvements to its services based on performance data, and successfully meeting its customers’ demands.