Menu
Datacom's Aussie AI deployment makes waves internationally

Datacom's Aussie AI deployment makes waves internationally

IP Australia’s chatbot was one of the projects to come away with top honours at the Fourth Annual Intelligent Assistant Awards in San Francisco

An artificial intelligence (AI) chatbot project carried out by Datacom for IP Australia in partnership with Nuance Communications has just won international recognition.

IP Australia’s chatbot, Alex, was one of the projects to come away with top honours at the Fourth Annual Intelligent Assistant Awards in San Francisco on 18 September.

Alex is Nuance Communications' virtual assistant, and was deployed by New Zealand-headquartered IT services firm, Datacom, which also helped IP Australia to design the conversation strategy, website and web-chat integration, alongside the core content that underpins Alex’s answers.

According to Opus Research lead analyst, Dan Miller, Datacom’s deployment distinguished itself by demonstrating how a virtual agent can support the broader digital transformation initiatives of an IP-related government agency. Opus Research is the company behind the Annual Intelligent Assistant Awards.

“Alex was developed as a result of feedback from our customers and as part of our plan to continuously improve our online content,” IP Australia director general, Patricia Kelly, said.

“Given the high volume of enquiries and the opportunity for a high volume of IP self-fillers, especially in trademarks, a virtual assistant in this area was ideal in assisting them to navigate Australia’s IP system. It’s important that we can, as an agency, deliver on our customers’ wants and needs.”

According to Datacom, Alex was the first integrated intelligent assistant and web-chat digital experience to be integrated in an Australian Government agency.

Since its adoption, customer’s interactions through digital channels have grown from 12 per cent to 99.6 per cent in the past four years. IP Australia gets more than 800,000 customer interactions a year, Alex has supported over 50,000 customer interactions.

The use of the AI has also driven customer satisfaction rates up to 84 per cent.

“We are very pleased that the industry-leading work we have been doing in intelligent assistant integration has been recognised internationally,” Datacom Connect director, Stacey Tomasoni, said.

“We have worked closely with IP Australia on the highly successful implementation of Alex in order to enhance their customer experience offering.”

“While the AI [artificial intelligence] technology is truly innovative, it’s really about how we can expand the customer experience and put the customer first. Through continually refining this approach, the experience Alex provides goes from strength to strength.”

Alex went live in May 2016 and it responds to customer’s queries directly via IP Australia’s website and Facebook page.

“IP Australia’s Alex is continually evolving to have meaningful conversations with customers, this award is a testament to IP Australia’s commitment to providing the very best in digital customer service,” Nuance Australia and New Zealand managing director, Robert Schwarz, said.


Follow Us

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.

Tags DatacomNuanceAIIP Australia

Featured

Slideshows

The Kiwi channel gathers for the 2020 Reseller News Women in ICT Awards

The Kiwi channel gathers for the 2020 Reseller News Women in ICT Awards

Hundreds of leaders from the New Zealand IT industry gathered at the Hilton in Auckland on 17 November to celebrate the finest female talent in the Kiwi channel and recognise the winners of the Reseller News Women in ICT Awards (WIICTA) 2020.

The Kiwi channel gathers for the 2020 Reseller News Women in ICT Awards
Leading female front runners honoured at the 2020 Reseller News Women in ICT Awards

Leading female front runners honoured at the 2020 Reseller News Women in ICT Awards

The leading female front runners of the New Zealand ICT industry joined together for the annual Reseller News Women in ICT Awards event at the Hilton in Auckland, during which hundreds of guests celebrated 13 outstanding individuals who won awards, chosen from more than 50 finalists representing over 30 organisations.

Leading female front runners honoured at the 2020 Reseller News Women in ICT Awards
Channel gathers to celebrate the Reseller News Innovation Awards 2020 winners

Channel gathers to celebrate the Reseller News Innovation Awards 2020 winners

More than 500 channel leaders gathered in Auckland on 21 October at the ​Reseller News Innovation Awards ​2020 to celebrate the achievements of the New Zealand technology industry's top partners, start-ups, vendors, distributors and individuals.

Channel gathers to celebrate the Reseller News Innovation Awards 2020 winners
Show Comments