Burlington, MA, USA, Oct, 2020 -- Nuance Communications, Inc. (NASDAQ: NUAN) and H&M, a global fashion retailer, announced consumers can now engage with H&M virtual assistant and live chat agents directly from services like Google Maps or Google Search. The new integration of Nuance's virtual assistant and live chat deployment allows H&M to leverage prior investments in AI-powered Intelligent Engagement to give customers more choice and flexibility when shopping online.
H&M implemented the Nuance Intelligent Engagement Platform for virtual and live chat in 2018 to manage increasing contact volumes, improve customer experience, and automate self-service options 24 hours a day across 13 major online countries including the U.S., U.K., Sweden, and Germany. The solution assists H&M customers through their shopping experience and provides real-time answers to inquiries such as item availability, online order tracking status, and store locations and hours.
"We are delighted to work with H&M and Nuance to help H&M customers get answers to their questions, directly from Google Search using Business Messages," said Rob Lawson, Head of partnerships, Business Messaging at Google.
"With the explosion of digital engagements, especially in the retail sector, we're hearing from customers more about the need to better optimize and handle consumer engagements and service requests across channels," said Tony Lorentzen, Senior Vice President, Intelligent Engagement at Nuance. "The differentiator with Nuance technology is that we can partner to build one virtual assistant and extend that system to whichever channel an organization wants to leverage for engagement. Google's Business Messages is one example, where we are further enabling H&M to give customers more convenient options to get their questions answered without ever having to pick up the phone."
Posted by Veronica Silva Cusi, news correspondent
Nuance Communications (NASDAQ: NUAN) is a 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 information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications.
Published: Friday, October 9, 2020
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