IP Australia is a government agency that administers intellectual property (IP) rights and legislation relating to patents, trademarks and designs. With around 1 million customers and servicing over 850,00 customer transactions, the agency developed a transformative strategy to improve and optimize citizen services.

Working with Datacom, IP Australia developed an intelligent digital assistant, Alex, that could understand intent and provide “human-like” responses to help customers make more informed decisions. Launched in June 2016, Alex has achieved a level of 99.6% digital adoption, supporting over 50,000 customer interactions and maintaining customer service satisfaction ratings at over 84%.

In a case study presentation at last month’s Intelligent Assistants Conference in San Francisco, Rob Ballard (General Manager, IP Australia) and Justin St. Pierre (General Manager, Datacom) discuss the benefits of launching the Australian Government’s first integrated virtual assistant to expedite customer interactions and optimize digital experiences.

Please fill out the brief form below to view and download the full IP Australia and Datacom presentation from IA Conference San Francisco 2017

[email-download download_id=”10629″ contact_form_id=”10634″ title=”DBS_IAConfSF_Oct2017″]

Categories: Conversational Intelligence, Intelligent Assistants, Articles