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
Marketers have made strides this year in sustainability with the number of brands rallying behind the Not Business As Usual alliance for action against climate change being a sign of the times. While sustainability efforts have gained momentum this year, 2020 is shaping up to be the year brands are really held accountable for their work in this area.
As a Marketer, the ‘Scotty from Marketing’ meme troubles me.
Clients and agencies can get stuck into a particular way of behaving and viewing the world, but there are ways to break out of our marketing echo chamber.
In this bonus last episode of this new podcast series, BrandHook MD, Pip Stocks, talks with former ANZ group general manager of marketing, Louise Eyres, talks about the importance of thinking like a customer and using intuition to solve customer painpoints.
It's a good idea. Customers really should control their data. Now I understand why it's important.
Elvin Huntsberry
Salesforce CMO: Modern marketers have an obligation to give customers control of their data
Instagram changes algorithms every time you get used to them. It really pisses me off. What else pisses me off? The fact that Instagram d...
Nickwood
Instagram loses the like in Australia; industry reacts positively
I tried www.analisa.io to see my Instagram Insight
Dina Rahmawati
7 marketing technology predictions for 2016
The saying is pretty tongue in cheek. It's not saying that marketers are bad people, nor that they don't take themselves seriously. There...
LYF Solutions
The trouble with Scotty from Marketing - The CMO view - CMO Australia
Given Scotty's failed track-record in the marketing realm the memes and the ridicule is very apt and is in no way a reflection on marketi...
denysf
The trouble with Scotty from Marketing - The CMO view - CMO Australia