Story image

Datacom recognised for implementation of IP Australia's intelligent assistant, Alex

22 Sep 2017

IP Australia's intelligent assistant 'Alex', implemented by Datacom, has scooped an award at the 4th Annual Intelligent Assistant Awards in San Francisco this week.

“Competition for the Intelligent Assistants Awards was fierce this year. Datacom’s deployment at IP Australia distinguished itself by demonstrating how a virtual agent can support the broader digital transformation initiatives of one of the most well-respected IP-related government agencies in the world,” explains Dan Miller, lead analyst at Opus Research, originator of the Intelligent Assistant Awards.

Datacom and Nuance designed Alex for government partner IP Australia in order to help the company improve its customer experience program.

“We are very pleased that the industry-leading work we have been doing in Intelligent Assistant integration has been recognised internationally,” Stacey says.

“We have worked closely with IP Australia on the highly successful implementation of Alex in order to enhance their customer experience offering,” comments Datacom Connect’s director, Stacey Tomasoni.

‘Alex’ provides direct answers to questions on IP Australia’s website and Facebook page from customers and learns from customer queries.

Datacom and IP Australia worked together to determine the conversation strategy, website and web chat integration, as well as the core content that makes up Alex’s replies.

“While the AI 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,” comments Tomasoni.

According to the Australian government, which runs IP Australia, Alex has had a ‘significant’ impact on IP Australia’s digital engagement strategy.

Alex has supported more than 50,000 customer interactions and helped to maintain IP Australia’s customer service ratings at around 84% - a stark contrast to 2013 statistics that showed only 12% of the agency’s 800,000 customer interactions used digital channels per year. The adoption rate has since grown to 99.6%.

“Alex was developed as a result of feedback from our customers and as part of our plan to continuously improve our online content. Given the high volume of enquiries and the opportunity for a high volume of IP self-filers, 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,” comments IP Australia’s Director General, Patricia Kelly.

Tech partner Nuance also improved Alex by integrating its Nina Coach to become ‘Alex Coach’ in July.

“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. Leveraging human assisted virtual agents, IP Australia can draw upon the most advanced natural language processing and machine learning intelligence available to improve resolution rates with customers even further, while getting smarter and more efficient over time,” comments Robert Schwarz, managing director, Nuance, Australia and New Zealand.

The Nina Coach integration allows Alex to become part of a human-assisted virtual assistant powered by artificial intelligence.

Alex will be able to bring in a customer service representative to help with more complex questions. Alex learns from these interactions through the recording, analysis and foldback into the system’s semantic brain.

Nuance says this process makes the technology smarter and more accurate over time so the virtual assistant can provide its own answer in future.

Why 'right to repair' legislation could be a new lease on life for broken devices
“These companies are profiting at the expense of our environment and our pocketbooks as we become a throw-away society that discards over 6 million tonnes of electronics every year.”
Attacks targeting Cisco Webex extension explode in popularity - WatchGuard
WatchGuard's Internet Security Report for Q4 2018 also finds growing use of a new sextortion phishing malware customised to individual victims.
SAS partners with NVIDIA on deep learning and computer vision
“By partnering with NVIDIA, we combine our strengths to augment human intelligence and realise the true potential of AI.” 
Why businesses must embrace automation to ensure success
“For many younger workers, the traditional view of a steady job at one company, perhaps for life, simply doesn’t reflect reality."
Dropbox invests in hosting data inside Australia
Global collaboration platform Dropbox has announced it will now host Australian customer files onshore to support its growing base in the country.
TYAN unveils new inference-optimised GPU platforms with NVIDIA T4 accelerators
“TYAN servers with NVIDIA T4 GPUs are designed to excel at all accelerated workloads, including machine learning, deep learning, and virtual desktops.”
Worldwide spending on security to reach $103.1bil in 2019 - IDC
Managed security services will be the largest technology category in 2019.
How Cognata and NVIDIA enable autonomous vehicle simulation
“Cognata and NVIDIA are creating a robust solution that will efficiently and safely accelerate autonomous vehicles’ market entry."