Queensland government agency deploys Nuance conversational AI for virtual assistant

Queensland government agency deploys Nuance conversational AI for virtual assistant

The Queensland Treasury’s Office of State Revenue (OSR) has deployed conversational AI technology from Nuance for its self-service virtual assistant to its Business Queensland and QLD Online websites to answer user’s questions about the agency’s services 24 hours a day, 7 days a week.

The virtual assistant, “Sam,” leverages Nuance’s natural language understanding (NLU), conversational dialogue, and advanced resolution techniques to provide more than 300 tailored responses with thousands of variations to common questions about payroll tax, duties and grants, land tax, and mining and petroleum royalties. It can also direct taxpayers to relevant web pages for information.

Initial results from the deployment indicate 71 percent of enquiries from more than 5,000 customer interactions were resolved with the first contact.

“Nuance’s AI systems listen, learn and deliver progressively better outcomes by leveraging big data and human input to emulate live agents,” says Nuance Enterprise Managing Director, Australia and New Zealand, Robert Schwarz. “Through this learning loop, we can deliver enterprise-grade solutions, empowering organisations, including government, to provide optimal experiences for Australians. Nuance Nina ensures consistent and intelligent automated conversations with human-like dialogue.”

Nuance agreed days ago to sell its document imaging division to focus on its conversational AI and cloud-based solutions.

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