Queensland Treasury rolls out virtual assistant

Office State Revenue rolls out full-scale conversational interface to cover customer services questions

Hot on the heels of the national Department of Human Services’ new digital assistant launch this week, Queensland Government’s Treasury has claiming a state-first with its new conversational virtual assistant.

The Office State Revenue (OSR), which sits as part of Queensland Treasury, has rolled out virtual assistant, ‘Sam’, across all of its revenue streams. The tool is based on Nuance’s natural language processing and AI-based resolution solution and provides a conversational interface on the Business Queensland and QLD Online websites, allowing clients to ask general questions about services.

The department says Sam provides more than 300 tailored responses and thousands of variations to questions about payroll tax, duties and grants, land tax and mining and petroleum royalties. The tool also directs site visitors to relevant information across all OSR pages.

The OSR first launched Sam as a pilot in February, using the tool to give clients answers to simple tax questions. To date, it said Sam has logged more than 5000 client interactions, with 71 per cent of enquiries resolved within the first contact.

“Sam saves taxpayers time by delivering information in a simple, conversational way and reduces the need for them to search for information on our Web pages,” OSR deputy commissions, Simon McKee, said. “Sam marks a further step in our commitment to meet or exceed our taxpayers’ expectations.”

Nuance Enterprise A/N managing director, Robert Schwarz, saw conversational AI transforming the way consumers engage with public sector as well as corporate brands.

“This provides endless opportunities for government to provide best-practice digital customer experiences,” he commented. “More than ever, Australian are expecting seamless digital client experiences from the private and public sector alike.”

Nuance’s other public sector customers include the Australian Tax Office and IP Australia.

More brands using digital assistants:

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu 

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

More Videos

More Brand Posts

What are Chris Riddell's qualifications to talk about technology? What are the awards that Chris Riddell has won? I cannot seem to find ...

Tareq

Digital disruption isn’t disruption anymore: Why it’s time to refocus your business

Read more

Enterprisetalk

Mark

CMO's top 10 martech stories for the week - 9 June

Read more

Great e-commerce article!

Vadim Frost

CMO’s State of CX Leadership 2022 report finds the CX striving to align to business outcomes

Read more

Are you searching something related to Lottery and Lottery App then Agnito Technologies can be a help for you Agnito comes out as a true ...

jackson13

The Lottery Office CEO details journey into next-gen cross-channel campaign orchestration

Read more

Thorough testing and quality assurance are required for a bug-free Lottery Platform. I'm looking forward to dependability.

Ella Hall

The Lottery Office CEO details journey into next-gen cross-channel campaign orchestration

Read more

Blog Posts

Marketing prowess versus the enigma of the metaverse

Flash back to the classic film, Willy Wonka and the Chocolate Factory. Television-obsessed Mike insists on becoming the first person to be ‘sent by Wonkavision’, dematerialising on one end, pixel by pixel, and materialising in another space. His cinematic dreams are realised thanks to rash decisions as he is shrunken down to fit the digital universe, followed by a trip to the taffy puller to return to normal size.

Liz Miller

VP, Constellation Research

Why Excellent Leadership Begins with Vertical Growth

Why is it there is no shortage of leadership development materials, yet outstanding leadership is so rare? Despite having access to so many leadership principles, tools, systems and processes, why is it so hard to develop and improve as a leader?

Michael Bunting

Author, leadership expert

More than money talks in sports sponsorship

As a nation united by sport, brands are beginning to learn money alone won’t talk without aligned values and action. If recent events with major leagues and their players have shown us anything, it’s the next generation of athletes are standing by what they believe in – and they won’t let their values be superseded by money.

Simone Waugh

Managing Director, Publicis Queensland

Sign in