ATO adopts Nuance virtual assistant

The ATO has implemented an intelligent virtual assistant from Nuance Communications within its website to help improve the online experience for visitors.

Nuance’s Nina virtual assistant technology will allow customers to have their questions answered by the ATO’s own virtual assistant Alex, which is designed to provide tailored responses using natural language understanding, conversational dialogue and advanced resolution technologies.

Alex was first implemented in March and has so far conducted more than 950,000 conversations, particularly during the standard tax time in July–October. Alex is evolving based on its daily interactions with users.

Initial results indicate that Alex can achieve first contact resolution rates of 80%, significantly higher than the industry benchmark of 60 to 65%.

“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 utilising the ATO’s online services, day in and day out,” Nuance Enterprise MD for Australia and New Zealand Robert Schwarz said.

The ATO is also using Nuance’s voice biometrics technology across its call centre and mobile applications to help identify callers. The department is conducting a number of initiatives aimed at improving the customer experience.

Image courtesy ATO.