SwedenFinance and insurance2014 – ongoingSwedbank
Nina Web virtual assistant for customers and contact-centre agents
Swedbank's Nina Web reached 78% first-contact resolution within 3 months, according to Nuance
Problem
Basic banking enquiries occupied contact-centre staff. Customers also needed help finding information through digital channels.
Approach
Swedbank selected Nuance's Nina Web assistant for its website. Customers entered freeform questions and received answers or directions to relevant forms and links. Contact-centre agents also used the assistant to find information for customer enquiries.
Results
Takeaway
The assistant served customers directly while also supporting agents handling more complex questions.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Nuance described Swedbank's website assistant and its internal use by contact-centre agents. It reported 78% first-contact resolution and over 30,000 monthly conversations within the first 3 months.
Full details are in the original sources.
