News : IP Australia Deploys Nuance Virtual Assistant to Enhance Customer Services
Canberra, Australia, Aug 9, 2016 -- IP Australia has deployed virtual assistant technology from speech and imaging solutions provider, Nuance Communications, as part of a move to simplify interactions and improve customer service.
Director-general of IP Australia, Patricia Kelly, says the organisation is focused on helping applicants understand the trademark process and Nuance’s virtual assistant "Alex" enables it to provide an "intelligent, 24-hour self-service customer experience".
"The technology behind Nuance’s virtual assistant will enable us to expand our use of artificial intelligence to improve overall customer experience and help applicants better navigate the intellectual property system in Australia," Kelly says.
For enhanced functionality, Nuance partnered with Datacom to incorporate data from its contact centre operations, and integrate directly with IP Australia’s live agent chat solution.
According to Robert Schwarz, managing director, Nuance, Australia and New Zealand, customers seek simple and personalised experiences, and businesses need to respond with self-service solutions that adapt to the needs of people, "and not the other way around".
"We’re delighted to have partnered with Datacom to deliver this solution to IP Australia that draws upon natural language understanding, conversational technologies, and artificial intelligence to simplify the way customers get what they need.
"The Nina virtual assistant technology has allowed IP Australia to become more agile and respond to customers instantly on a complicated topic. This technology will continue to deliver immediate, tangible customer service improvements and benefits for both the company and customer."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Complaint Management
More Editorial From Nuance
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 IP Australia:
IP Australia administers Australia's IP rights system, specifically patents, trade marks, designs and plant breeder rights. Our core task is to administer statutes relating to IP. By granting these rights, IP Australia helps to create a secure environment for investment in innovation enable firms to build brand value and business reputation encourage the disclosure of inventions and the transfer of knowledge and technology provide a legal framework for trading intellectual assets. IP Australia incorporates the Patent, Designs, Trade Marks and Plant Breeder's Rights (PBR) Offices. It is a prescribed agency within the Department of Innovation, Industry, Science and Research (DIISR), operating independently of the Department on financial matters and with some degree of autonomy on other matters. By charging fees for services, IP Australia recovers more than 95% of costs.
Published: Wednesday, August 10, 2016