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H&M extends Nuance virtual assistant to Google messages

13
Oct '20

Pic: Nuance

Nuance Communications and H&M, a global fashion retailer, have announced that consumers can now engage with H&M virtual assistant and live chat agents directly from services like Google Maps or Google Search. The company delivers solutions that analyse and respond to people, amplifying human intelligence to increase productivity and security.

The new integration of Nuance’s virtual assistant and live chat deployment is the first-of-its-kind and 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 US, UK, 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.

Nuance’s latest integration with Google’s Business Messages allows H&M to take advantage of new messaging channels while leveraging the same AI-engine core to its successful virtual assistant and live chat deployment, to enable more seamless cross-channel customer experiences, reducing contact centre call volumes, and increasing digital interactions. Online shoppers can engage with H&M through Google’s Business Messages initially in the US market, according to a press release by Nuance.

The Nuance Intelligent Engagement platform combines the best of virtual assistants and human-assisted customer service engagements into one platform that can be extended to any voice or digital channel. By leveraging Nuance’s Conversational AI engine at the platform’s core, organisations ensure investments and data gathered are best utilised to give consumers choice in how they engage while providing a unified, cohesive experience across channels.

“With the explosion of digital engagements, especially in the retail sector, we're hearing from customers more about the need to better optimise and handle consumer engagements and service requests across channels. The differentiator with Nuance technology is that we can partner to build one virtual assistant and extend that system to whichever channel an organisation 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,” Tony Lorentzen, senior vice president, intelligent engagement at Nuance said.

Fibre2Fashion News Desk (GK)

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