List of Nuance Virtual Assistant Customers
Nuance Communications
1 Wayside Rd,
Burlington, 1803, MA,
United States
Burlington, 1803, MA,
United States
1 781-565-5000
Professional Services
6500
$1.3B
Since 2010, our global team of researchers has been studying Nuance Virtual Assistant customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Nuance Virtual Assistant for Chatbots and Conversational AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Nuance Virtual Assistant for Chatbots and Conversational AI include: Marks & Spencer_x000D_, a United Kingdom based Retail organisation with 64000 employees and revenues of $18.10 billion, Currys, a United Kingdom based Retail organisation with 24000 employees and revenues of $11.25 billion, HM Revenue & Customs, a United Kingdom based Government organisation with 67500 employees and revenues of $9.46 billion, Post Office, a United Kingdom based Professional Services organisation with 3719 employees and revenues of $1.16 billion, Cetelem, a BNP Paribas Personal Finance Spain Company, a Spain based Banking and Financial Services organisation with 700 employees and revenues of $180.0 million and many others.
Contact us if you need a completed and verified list of companies using Nuance Virtual Assistant, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Nuance Virtual Assistant customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Cetelem, a BNP Paribas Personal Finance Spain Company | Banking and Financial Services | 700 | $180M | Spain | Nuance Communications | Nuance Virtual Assistant | Chatbots and Conversational AI | 2020 | n/a |
In 2020, Cetelem, the Spanish division of BNP Paribas Personal Finance, deployed the Nuance Virtual Assistant as part of an initiative to optimize customer service. The Nuance Virtual Assistant, classified in the Chatbots and Conversational AI category, was introduced to establish an omni-channel customer engagement capability that balances human and virtual care while targeting improved efficiency and customer experience.
The implementation centered on conversational agent functionality and automated customer interactions, with configuration of dialog flows, intent recognition, and session management to handle routine service queries. Nuance Virtual Assistant was used to orchestrate virtual-first interactions and to enable structured escalation or handoff to human agents when cases required assisted service, reflecting a redefinition of first-line customer care workflows.
Operationally the deployment targeted customer service within BNP Paribas Personal Finance Spain, providing an omni-channel layer for customer engagement across digital touch points and contact center interactions. Governance and process restructuring focused on balancing virtual and human resources and on embedding conversational automation into existing customer care procedures. The case study reports Results 96.
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Currys | Retail | 24000 | $11.3B | United Kingdom | Nuance Communications | Nuance Virtual Assistant | Chatbots and Conversational AI | 2021 | n/a |
In 2021, Currys implemented Nuance Virtual Assistant as part of a Chatbots and Conversational AI deployment to scale contact centre and digital channel capacity after COVID-19 lockdowns drove a major shift to online support. The deployment targeted the companys live chat division and broader digital customer care journeys to prevent overload of phone and email channels when hundreds of physical stores were closed.
The implementation combined Nuance Live and Async Assist with Nuance Virtual Assistant, delivering a two phased rollout. The first phase transitioned more than 100 agents from email support to live assist in ten days, enabling live assist to service more than 400K digital interactions per month at peak, with chat agents handling approximately 35,000 conversations per week. The second phase launched the conversational Nuance Virtual Assistant in a two week timeline, initially configured to automate answers to 20 common queries and to escalate to live assist when needed.
Operational coverage focused on contact centre operations and digital channels across Currys customer service and online sales workflows, with the virtual assistant and live assist collectively handling nearly 100,000 virtual assistant interactions weekly. Currys reported that approximately 80 percent of the 100,000 weekly customer queries were resolved between the virtual assistant and live assist, supporting around £2.7M in sales per week. Over subsequent months the company planned to build additional journeys into the Nuance Virtual Assistant and to introduce backend integration and personalisation to increase automated resolution rates.
Governance for the rapid expansion used a short term commercial agreement with Nuance to provide agility during the crisis, enabling training and operational ramp in days rather than months. The rollout emphasized fast agent retraining, orchestration between virtual assistant and live assist workflows, and a pragmatic phased approach to extend conversational capabilities while maintaining contact centre service levels.
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HM Revenue & Customs | Government | 67500 | $9.5B | United Kingdom | Nuance Communications | Nuance Virtual Assistant | Chatbots and Conversational AI | 2020 | n/a |
In 2020, HM Revenue & Customs deployed Nuance Virtual Assistant as part of its Chatbots and Conversational AI capability to support the rapid launch of four COVID-19 support schemes, including the Coronavirus Job Retention scheme and the Self-Employment Income Support scheme. The Nuance Virtual Assistant was exposed on HMRC’s public online portal, accessible on desktop and mobile, to provide immediate self-service access nationwide and to absorb high volumes of customer interactions during peak demand.
The implementation combined Nuance Virtual Assistant with Nuance Live Assist to create a layered conversational architecture. Core functional modules included automated self-service dialogue flows, intent recognition powered by Nuance Natural Language Understanding, decisioning to surface scheme-specific guidance, and seamless escalation routines that route unresolved cases to human agents. The Virtual Assistant delivered scheme-specific conversational workflows so customers could complete application and claim related tasks without agent intervention when possible.
Integrations were delivered into HMRC’s digital channel stack, with the virtual assistant fronting transactional journeys on the online portal and providing transparent handoffs to a pool of 18,000 live agents. Agents working remotely accessed Nuance Live Assist and the same contextual conversation history, enabling continuity from automated interaction to human-assisted resolution. The deployment supported extremely large volumes of transactions, including 67,000 job retention claims within half an hour of launch, 440,000 Self-Employment Income Support grant applications on the first day, £4.8 billion awarded through the Self-Employment scheme, £46.4 billion in claims on the Job Retention scheme, £28.2 billion in VAT support, and £522 million claimed under Eat Out to Help Out.
HMRC operated the rollout in close collaboration with Nuance engineering and QA teams throughout 2020 to maintain service availability during evolving policy changes. Governance focused on operational continuity across digital channels and coordinated agent escalation workflows, enabling the Chatbots and Conversational AI implementation to scale quickly while preserving conversational context between the Virtual Assistant and live agents.
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Marks & Spencer_x000D_ | Retail | 64000 | $18.1B | United Kingdom | Nuance Communications | Nuance Virtual Assistant | Chatbots and Conversational AI | 2018 | n/a |
In 2018, Marks & Spencer implemented Nuance Virtual Assistant on its M&S.com digital channel to support digital customer service and adviser workflows. The deployment sits within the Chatbots and Conversational AI category and was driven by the Customer Promise team, with a Digital Solutions Architect role supporting design and delivery between July 2017 and September 2018. Marks & Spencer Nuance Virtual Assistant is positioned to serve online customers and to assist advisers via integrated conversational interfaces.
The implementation combined Nuance Virtual Assistant capabilities with Nuance NINA Virtual Assistants references in design, Web Chat integration, and Knowledge Management applications, configured to support intent recognition, scripted dialog flows, and knowledge base lookups for customer inquiries and adviser escalation. Functional focus emphasized customer self service, digital enquiry routing, and adviser assist features consistent with Chatbots and Conversational AI platforms.
Integrations explicitly included Web Chat and Knowledge Management applications, with operational coverage centered on the M&S.com storefront and the customer service adviser teams managed by the Customer Promise organization. The architecture oriented conversational sessions to the web channel, while knowledge retrieval fed responses used by both automated dialogs and adviser interfaces.
Governance and rollout were coordinated by the Customer Promise team and the Digital Solutions Architect role, enabling service oriented implementation patterns and alignment of conversational content with existing knowledge assets. The stated objective was to improve the overall digital experience for online customers and the advisers that supported them, reflecting a programmatic adoption of conversational AI for customer service.
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Post Office | Professional Services | 3719 | $1.2B | United Kingdom | Nuance Communications | Nuance Virtual Assistant | Chatbots and Conversational AI | 2021 | n/a |
In 2021 Post Office deployed Nuance Virtual Assistant as the frontline Chatbots and Conversational AI element of a broader customer service refresh for its Telecoms division, integrating the virtual assistant with Nuance Live Assist and later adding Nuance Natural Language Call Steering to the phone channel. The deployment positioned Nuance Virtual Assistant to handle low complexity intents such as order status, while Live Assist and Async Assist provided agent augmentation and asynchronous customer workflows.
The implementation configured Nuance Live Assist to enable agents to manage concurrent digital conversations, with Post Office reporting agents can handle three separate customer engagements at once, and Nuance Async Assist allowing customers to reply at their own pace. Nuance Virtual Assistant was instrumented to front the Live Assist platform, resolving simple cases without live intervention and feeding intent signals into a continuous content update cycle.
Nuance Natural Language Call Steering was integrated into the IVR to capture spoken intent, route callers to specialised agent queues, and streamline call handling, with the Call Steering sequence incorporating the companys Data Protection Act clearance process to remove an administrative step from agent workflows. The phone channel integration addressed previously high transfer times that could reach 70 seconds by routing customers directly to the appropriate specialist, enabling agents to focus on specific service areas and faster resolution patterns.
Post Office operationalized intent data from both the Nuance Virtual Assistant and Call Steering to accelerate content updates and expand self-service coverage, for example revising assistant responses during national lockdowns to address COVID 19 related questions and deflect demand from agents. The combined deployment produced explicit operational outcomes reported by Post Office, including improved handling efficiency and reduced handling costs, a Live Assist channel CSAT of 84 percent, and less than four percent of digital engagements escalated to phone agents.
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Buyer Intent: Companies Evaluating Nuance Virtual Assistant
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Nuance Virtual Assistant. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Nuance Virtual Assistant for Chatbots and Conversational AI include:
- Swisher Comm, a United States based Communications organization with 25 Employees
- Covington & Burling, a United States based Professional Services company with 2500 Employees
- FedEx, a United States based Transportation organization with 50000 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
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Swisher Comm | Communications | 25 | $2M | United States | 2025-11-04 |
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Covington & Burling | Professional Services | 2500 | $1.2B | United States | 2025-01-28 |
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FedEx | Transportation | 50000 | $87.7B | United States | 2024-11-21 |
FAQ - APPS RUN THE WORLD Nuance Virtual Assistant Coverage
Nuance Virtual Assistant is a Chatbots and Conversational AI solution from Nuance Communications.
Companies worldwide use Nuance Virtual Assistant, from small firms to large enterprises across 21+ industries.
Organizations such as Marks & Spencer_x000D_, Currys, HM Revenue & Customs, Post Office and Cetelem, a BNP Paribas Personal Finance Spain Company are recorded users of
Nuance Virtual Assistant for Chatbots and Conversational AI.
Companies using Nuance Virtual Assistant are most concentrated in Retail, Government and Professional Services, with adoption spanning over 21 industries.
Companies using Nuance Virtual Assistant are most concentrated in United Kingdom and Spain, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Nuance Virtual Assistant across Americas, EMEA, and APAC.
Companies using Nuance Virtual Assistant range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 20%, large organizations with 1,001-10,000 employees - 20%, and global enterprises with 10,000+ employees - 60%.
Customers of Nuance Virtual Assistant include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Nuance Virtual Assistant customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Chatbots and Conversational AI.