AustraliaPublic sector2016 – ongoingAustralian Taxation Office
Alex taxpayer virtual assistant
Australia's tax assistant reached 88% first-contact resolution, according to Nuance
Problem
The Australian Taxation Office faced seasonal increases in enquiries and wanted more taxpayers to find answers online.
Approach
The agency worked with Nuance to build Alex using Nina virtual-assistant technology and natural-language understanding. It launched across most of the website in March 2016 after beta testing. Teams reviewed conversation transcripts to identify missing answers and expand the knowledge base.
Results
Takeaway
The assistant's knowledge base needed continued revision as taxpayers began asking more complex questions.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Nuance described Alex's deployment and subsequent knowledge-base improvements. It reported more than 2 million conversations in the first 18 months and 88% first-contact resolution by September 2017.
Full details are in the original sources.
