IP Australia's 'Alex' resolves 80% of questions

Initial results have found that IP Australia’s AI-powered virtual assistant ‘Alex’ resolves 80% of web queries, simplifying interactions and improving customer service through the agency’s website.

Alex is based on Nuance’s Nina virtual assistant technology.

The AI is capable of answering complex trademark questions in layman’s terms, minimising customer confusion and maximising successful first-time transactions.

Alex’s ability to evolve and hold contextual conversations with customers will continue to expand as more people interact with it on a daily basis.

“IP Australia is focused on helping applicants understand the trademark process and Alex enables us to provide an intelligent, 24-hour, self-service customer experience,” said Director General of IP Australia Patricia Kelly.

“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”.

Nuance partnered with Datacom to incorporate data from its contact centre operations and integrate directly with IP Australia’s live agent chat solution.

Image courtesy IP Australia