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

Blog Posts

3 marketing mistakes to overcome when courting prospective customers

Marketing that urges respondents to ‘buy now’ is a little like asking someone to marry you on your first date. At any time, only 3 per cent of the market is looking for what you’re selling, so the chances of your date randomly being ‘The One’ is pretty slim.

Sabri Suby

Founder, King Kong

Why are we dubious about deep learning?

The prospect of deep learning gives those of us in the industry something to get really excited about, and something to be nervous about, at the same time.

Katja Forbes

Founder and chief, sfyte

Why you can’t afford to fail at CX in 2019

In 1976 Apple launched. The business would go on to change the game, setting the bar for customer experience (CX). Seamless customer experience and intuitive designs gave customers exactly what they wanted, making other service experiences pale in comparison.

Damian Kernahan

Founder and CEO, Proto Partners

RIP holden

Max Polding

Marketing professor: For Holden, brand nostalgia ain’t what it used to be

Read more

Where does the claim that 2 million Australians have tested come from ? Anecdotal information suggests that this is way off the mark.

David Andersen

DNA-based marketing: The next big thing?

Read more

Thank you for the info , being part of a digital marketing agency in kerala , this proved handy and get to know with upcoming trends. htt...

Dotz Web Technologies

Predictions: 9 digital marketing trends for 2019

Read more

So who then is correct? The Research or The skilled Digital people.

Anene

Report reveals Australia faces digital skills shortage

Read more

The blogs are really appreciable and one can trust the knowledge and information provided in the writing.The article you do produce on a ...

Prince Arora

5 brand strategy lessons from Gelato Messina

Read more

Latest Podcast

More podcasts

Sign in