Datacom has deployed Nuance's 'Nina' virtual assistant on IP Australia's website to assist with trademarks registration.
According to Nuance, the AI bot has been responsible for resolving 80 percent of customer enquiries in the initial rollout. IP Australia's aim is to simplify customer interactions and improve customer service.
The Nuance solution powers IP Australia's existing virtual assistant, Alex, which helps customers to understand the trademarks process.
Datacom is incorporating data from its contact centre operations to integrate directly with IP Australia’s live agent chat solution.
IP Australia is the agency responsible for intellectual property rights administration in Australia, including trademarks, patents and designs. Director general Patricia Kelly said: "IP Australia is focused on helping applicants understand the trade mark process and 'Alex' enables us 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."
The solution relies on natural language understanding, conversational technologies and artificial intelligence to simplify the interaction with customers, according to Nuance. The human interaction helps the assistant improve its abilities to interact.
Nuance Australia and New Zealand managing director Robert Schwarz said: "The Nina virtual assistant technology has allowed IP Australia to become more agile and respond to customers instantly on a complicated topic."
US-headquartered Nuance Communications is a voice and language solutions provider. The provider's Asia-Pacific office is located in Sydney.
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