Case Study: Kaspersky Lab cuts call center inquiries 22% and boosts sales with Nuance Communications' Virtual Assistant

Kaspersky Lab drives customer engagement across sales and service with Nuance Virtual Assistant

Kaspersky Lab, the world’s largest privately held endpoint-protection vendor, faced long support queues—especially during virus outbreaks—and needed 24/7 scalable, personalized customer engagement. To solve this, Kaspersky partnered with Nuance Communications and deployed the Nuance Virtual Assistant.

Nuance Communications implemented “Anna” using the Nuance Virtual Assistant; within a four-month rollout Anna handled roughly 50,000 conversations per month (avg. 80 seconds), achieved an 85% average support resolution rate, cut call-center inquiries and emails by 22%, delivered ROI in four months, supported expansion into the UK and France, and helped increase average order value through cross-functional sales support. Nuance also provides ongoing analytics and monthly performance scorecards to continually optimize Anna.

Kaspersky Lab

Michael Neumeyer

Head of Online Operations DACH