Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events

How To Get Published on




How To Enter the 2020 Members' Choice Awards - For Vendors

News : Government Agrees that Australia's NDIS Needs a Chatbot


Canberra, Australia, March, 2019 -- Australia's National Disability Insurance Scheme (NDIS) will be getting a chatbot, after the Joint Standing Committee on the NDIS flagged that having such technology in place would reduce the frequency of calls and improve "interactive problem solving".

Following the committee's report on the NDIS ICT Systems [PDF], the federal government on Thursday agreed to implement all six IT-related recommendations.

"While the NDIS is designed to assist people with disability to achieve their goals while exercising choice and control, it is acknowledged a number of challenges relating to ICT remains and requires ongoing work," the government wrote in its response [PDF].

Specifically, the joint committee asked that the National Disability Insurance Agency (NDIA) co-design, with end-users, a "fit-for-purpose chatbot for the website and portals".

"The committee believes that the absence of a systems-based tool, which would integrate NDIS business processes, policies, and guidance to staff via a central repository is contributing to the current inability of [the NDIS Contact Centre], NDIA, and LAC staff to provide consistent and clear information to prospective and existing participants and service providers," it said.

Ring2 Dashboards & Wallboards Free Trial

The committee reported that participants and service providers were critical of the NDIS website and the NDIS Contact Centre, mostly around the struggles involved in finding adequate information or having queries answered in a satisfactory and timely manner.

"The NDIA is actively investigating the introduction of 'webchat' functionality for the contact centre in 2019," the government confirmed. "The learnings from this will be used to explore the introduction of computer-powered 'Chatbot' functionality in the latter part of 2019."

It won't be the agency's first artificial intelligence play, however.

The NDIA first announced the development of a virtual assistant, called Nadia, in February of 2017.

Facing Senate Estimates in June, Department of Human Services (DHS) CIO Gary Sterrenberg said Nadia presented a lot of promise to the NDIA as well as the scheme's participants, but he refused to give a projected go-live date.

He admitted there was a hold-up with Nadia, which he said included IBM's Watson cognitive intelligence platform, in particular its voice streaming capabilities.

Sterrenberg said the agency was involved in "ongoing debates" with a number of vendors to make sure the end-to-end experience of Nadia was at a level that did not disadvantage the user. He said otherwise it was likely it would fail.

In September 2017, it was revealed that the NDIA had put its virtual assistant rollout on hold, with reports surfacing that those working on the project were concerned issue-plagued technology-based initiatives from the government had "taken their toll" on Australia's appetite for risk.

"Having robust and fit-for-purpose ICT systems can greatly assist the NDIA in meeting its operational targets and delivering quality outcomes for participants," the committee wrote. "Importantly, ICT systems must also support in an effective way the NDIA internal operations to ensure consistency of decisions and advice across the agency."

In a bid to further fix the call centre woes, the NDIA dumped DHS as its service delivery partner, moving to Serco as its new provider for contact centre services in June last year.

"Following the transition, the agency has successfully improved service levels to participants and providers," the government wrote.

Other recommendations made by the joint committee, and agreed upon by the government, include the implementation of a tracking system to enable end-users to track the status of their queries; an "urgent" recommencement of work on the development and implementation of its knowledge-management system; and a review of all documents, including guidelines, forms, and policies prior to their upload onto the new website to ensure that they are "current, clearly dated, fit-for-purpose, and written in clear language".


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Consider Your Center As A Production Line

Read today's tip or listen to it on podcast.

More Editorial From Australia's National Disability Insurance Scheme

Published: Monday, March 11, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =