News : Australian Taxation Office Continues Transformation by Launching Online Virtual Assistant
Burlington, MA, USA, Dec 6, 2016 -- Nuance Communications, Inc. (NASDAQ: NUAN) 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. 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.
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"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.
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.
Posted by Veronica Silva Cusi, news correspondent
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Nuance Communications (NASDAQ: NUAN) is a 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 information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications.
About Australian Tax Office:
The Australian Taxation Office (ATO) is an Australian Government statutory agency and the principal revenue collection body for the Australian Government. The ATO has responsibility for administering the Australian federal taxation system and superannuation legislation. Responsibility for the operations of the ATO are within the portfolio of the Treasurer of the Commonwealth of Australia.
Published: Wednesday, December 7, 2016
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