Swedbank sweet on virtual Nina » Banking Technology

Swedbank has gone live with Nuance Nina, a virtual assistant that delivers a human-like, conversational customer service. The system, provided by US-based Nuance Communications, sits on the Swedbank website and the bank's customers can type their questions to the virtual assistant. Swedbank customer service agents are also using the system to source information for customers. Martin Kedbäck, channel management at Swedbank, says: "We like to be where our customers are, and that includes providing support online and in our other digital channels." Nuance says Nina has helped Swedbank improve customer experience, including a 78% "first-contact resolution within the first three months". Customer adoption has seen an average of 30,000 conversations per month within the same period; and it is currently answering eight out of every ten customer questions.