Nuance solutions help ATO and Jetstar win customer service awards

NUANCE Communications customers Jetstar Airways and the Australian Taxation Office (ATO) relied on the technology to win Gold Stevie Awards for Innovative Use of Technology in Customer Service at the third annual Asia-Pacific Stevie Awards.

The two award wins, coupled with another seven Stevie Awards linked to Nuance technology in North America, have taken recognition of the systems to new levels.

Jetstar and the ATO were specifically acknowledged for their innovative use of Nuance’s intelligent self-service solutions, demonstrating the demand for advanced self-service technology to maintain a competitive edge in the evolving digital world.

The ATO’s citation explained how the tax office had to overcome distinctive challenges with customer engagement and to strengthen the relationship with Australian taxpayers. The ATO started this by implementing Nuance’s voice biometrics technology across contact centres and mobile app. 

By providing secure, fast and simple tools to verify a customer’s identity, the ATO was able to greatly improve the experience for its customers, according to the citation.

In fact, the ATO became the first organisation to offer voice biometrics authentication to customers across multiple channels by implementing Nuance’s voice biometrics across the desktop and mobile channels.

Jetstar collaborated with Nuance to develop ‘Ask Jess’ – an intelligent virtual assistant who answers customer’s questions through conversational, human-like dialogue. Together with Nuance, Jetstar identified the top questions being asked by customers about the airline’s products, policies and services.

Nuance implemented answers to these common questions into the virtual assistant designed specifically for Jetstar. Ask Jess uses advanced Natural Language Understanding (NLU) technology to deliver a natural, conversational experience. Ask Jess now regularly engages in more than 220,000 conversations per month – not only understanding customer’s words but also their intent, and offering an innovative option for customers to receive personalised responses.

Both Jetstar and the ATO were commended by judges on the impressive use of advanced technology that simplifies the way customers interact with the companies they do business with.

“It’s extremely rewarding to see the benefits of Nuance’s intelligent solutions receive such prestigious recognition,” Nuance Asia senior vice president and general manager for Asia Pacific, Jason Stirling said. “Even more so, it is great to see our customers recognised for their efforts in redefining the customer service experience.”

The awards were be presented to winners at the Westin Hotel in Sydney on May 27.

www.StevieAwards.com

www.nuance.com

 

ends

 

 

Contact Us

 

PO Box 2144
MANSFIELD QLD 4122