IP Australia Adds Nuance's Nina Virtual Assistant

IP Australia has deployed Nuance Communications' Nina virtual assistant technology on its Web site to assist customers in the registration of trademarks.

IP Australia aims to simplify interactions and improve customer service through the adoption of Nuance’s virtual assistant technology powered by artificial intelligence (AI), with the initial results showing 80 percent of customer inquiries resolved by the virtual assistant.

Nuance's Nina virtual assistant solution powers IP Australia's "Alex," a platform to help people understand the trademark process. Alex can answer complex trademark questions in layman's terms. The virtual assistant's ability to evolve and hold contextual conversations with customers will continue to expand as more people interact with Alex.

For enhanced functionality, Nuance partnered with Datacom to incorporate data from its contact center operations and integrate directly with IP Australia's live agent chat solution. With the integration of the live agent, customers experience a seamless transition from the virtual assistant to human assisted support to handle more complex queries.

"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. 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," Patricial Kelly, director general of IP Australia, said in a statement.

"Customers seek simple and personalized experiences, and businesses need to respond with self-service solutions that adapt to the needs of people, and not the other way around," said Robert Schwarz, managing director of Nuance Australia and New Zealand, in a statement. "We're delighted to have partnered with Datacom to deliver this solution to IP Australia that draws upon natural language understanding, conversational technologies, and artificial intelligence to simplify the way customers get what they need. The Nina virtual assistant technology has allowed IP Australia to become more agile and respond to customers instantly on a complicated topic. This technology will continue to deliver immediate, tangible customer service improvements and benefits for both the company and customer."

Related Articles

In the age of Siri, Cortana, and Echo, the idea of artificial intelligence conjures up a sense of fear not because of how it's been portrayed in science fiction, but because AI may one day pose a very real job threat across a number of professions, including customer service. AI tools can perform certain tasks faster and more efficiently than people, but a recent customer service hiccup from travel planning company Skyscanner serves as a reminder that, however powerful it is, AI won't be a catch-all tool for customer support.

Posted September 09, 2016