IP Australia Simplifies Trade Marks Processes Online With Nina, Nuance’s Intelligent Virtual Assistant
August 10 2016 - 8:00AM
Business Wire
IP Australia Delivers Personalized,
Conversational Customer Service via Website; 80% of Customer
Inquiries Answered via Virtual Assistant
Nuance Communications, Inc. (NASDAQ: NUAN) today announced that
IP Australia has deployed Nuance’s Nina virtual assistant
technology on their website to assist customers in the registration
of trade marks. 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% of customer inquiries resolved by
the virtual assistant.
Nuance’s Nina virtual assistant solution powers IP Australia’s
“Alex” and delivers a dynamic and engaging customer experience,
providing a platform for customers to easily understand trade mark
processes. The human elements of dialog and personalized
interaction connect customers to the right information and tools,
which translates into immediate, easy and effective self-servicing
and increased customer satisfaction. Alex is currently capable of
answering complex trade mark questions in layman’s terms,
minimizing customer confusion and maximizing successful first-time
transactions. For example ‘How do I apply for a trade mark?’ The
virtual assistant’s ability to evolve and hold contextual
conversations with customers will continue to expand as more people
interact with Alex on a daily basis.
Director General of IP Australia, 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."
“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, Nuance, Australia and New Zealand.
“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.”
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.
For more information about Nuance’s Nina, please visit:
http://www.nuance.com/for-business/customer-service-solutions/nina/index.htm
About IP AustraliaWe are the Australian Government agency
that administers intellectual property (IP) rights and legislation
relating to patents, trade marks, designs and plant breeder's
rights in Australia.
IP Australia’s vision is to have a world leading IP system
that builds prosperity for Australia.
About Nuance Communications, Inc.Nuance Communications,
Inc. (NASDAQ: NUAN) is a leading provider of voice and language
solutions for businesses and consumers around the world. Its
technologies, applications and services make the user experience
more compelling by transforming the way people interact with
devices and systems. Every day, millions of users and thousands of
businesses experience Nuance’s proven applications. For more
information, please visit www.nuance.com.
Nuance and the Nuance logo are trademarks or registered
trademarks of Nuance Communications, Inc. or its subsidiaries in
the United States of America and/or other countries. All other
company names or product names may be the trademarks of their
respective owners.
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version on businesswire.com: http://www.businesswire.com/news/home/20160810005084/en/
US Media Contact:Nuance CommunicationsErica Hill,
781-888-5518Erica.Hill@nuance.comorAustralian Media
Contact:Burson-Marsteller, on behalf of Nuance
CommunicationsKara Billsborough, 0431 269
291Kara.Billsborough@bm.com
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