Shoppers can now engage with apparel retailer H&M’s virtual assistant and live chat agents directly from services like Google Maps or Google Search.
The new integration of Nuance Communications’ 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., U.K., Sweden, and Germany.
