H&M Extends Nuance Virtual Assistant and Live Chat to Google’s Business Messages

Top three retailer accelerates digital development and integration of digital and physical channels to meet consumers’ changing behavior and deliver superior customer service experiences

BURLINGTON, Mass., Oct. 6, 2020 /PRNewswire/ — Nuance Communications, Inc. (NASDAQ: NUAN) and H&M, one of the largest global fashion retailers with more than 50 market online shops, today 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 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 U.S.,

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