Australian Taxation Office Continues Transformation of the Digital Customer Experience by Launching Online Virtual Assistant ...
December 06 2016 - 8:00AM
Business Wire
ATO Furthers Digital Transformation with Website Launch of
Nuance Nina Virtual Assistant; Strong Initial Results Show 80 per
cent First Contact Resolution Rate
Nuance Communications, Inc. (NASDAQ: NUAN) today announced that
the Australian Taxation Office (ATO) has integrated Nuance’s
intelligent virtual assistant, Nina, within the organization’s
website. This is another important step on the ATO’s path to
transform the online experience for customers by improving their
ability to self-serve.
In an age where customers are continuously seeking advanced
tools for self-service and automation, Nuance’s virtual assistant
solution, Nina, offers the ATO’s customers the option to have their
questions answered by Alex at ato.gov.au. Alex provides tailored
responses to customer queries using natural language understanding,
conversational dialogue and advanced resolution techniques, to
answer hundreds of commonly asked questions across a range of
categories. This allows agents to spend more time managing complex
requests.
Since March 2016, more than 950,000 conversations have taken
place with Alex, with steady monthly increases occurring from July
through to October as many Australian’s focus on submitting their
tax returns. The virtual assistant will continue to evolve in its
contextual conversations with customers as more people interact
with it on a daily basis.
“We’re thrilled to provide the ATO with the next phase of
intelligent automation technology to foster a seamless and
efficient experience for the many customers utilizing the ATO’s
online services, day-in and day-out.,” said Robert Schwarz,
managing director for Nuance Enterprise, Australia and New
Zealand.
Initial results show first contact resolution rates of 80 per
cent with the ATO’s new virtual assistant Alex, which exceed the
industry benchmark of 60-65 per cent. These strong initial results
demonstrate an efficient and effective customer experience,
indicating that the majority of customer queries are being answered
by the virtual assistant.
The implementation of Nuance’s intelligent virtual assistant
follows the ATO’s use of Nuance voice biometrics across its call
center and mobile applications. By providing customers with
enhanced, more secure authentication using voice biometrics, the
ATO is signifying a proactive step towards enhancing digital
services, with over 2.4 million customers enrolled.
For more information about Nuance’s Nina, please visit:
http://www.nuance.com/for-business/customer-service-solutions/nina/index.htm
About Nuance Communications, Inc.Nuance Communications,
Inc. (NASDAQ: NUAN) is a leading provider of voice and language
solutions for businesses and consumers around the world. Its
technologies, applications and services make the user experience
more compelling by transforming the way people interact with
devices and systems. Every day, millions of users and thousands of
businesses experience Nuance’s proven applications. For more
information, please visit www.nuance.com.
Trademark reference: Nuance and the Nuance logo are registered
trademarks or trademarks of Nuance Communications, Inc. or its
affiliates in the United States and/or other countries. All other
trademarks referenced herein are the property of their respective
owners.
View source
version on businesswire.com: http://www.businesswire.com/news/home/20161206005209/en/
USNuance Communications, Inc.Erica Hill,
781-888-5518Erica.hill@nuance.comorAustraliaBurson-Marsteller, on
behalf of NuanceKara Billsborough, 0431 269
291Kara.Billsborough@bm.com
Nuance Communications (NASDAQ:NUAN)
Historical Stock Chart
From Aug 2024 to Sep 2024
Nuance Communications (NASDAQ:NUAN)
Historical Stock Chart
From Sep 2023 to Sep 2024