Sitting on Business Queensland and QLD Online websites, Sam provides a conversational interface that allows clients to ask general questions about OSR’s services round the clock.
Using Nuance’s natural language understanding, conversational dialogue and advanced resolution techniques, the Sam virtual assistant provides more than 300 tailored responses, with thousands of variations to commonly-asked questions across payroll tax, duties and grants, land tax and mining and petroleum royalties – and can also direct taxpayers to relevant information on OSR’s Web pages.
Deputy Commissioner for OSR, Simon McKee, said, “With Sam, we have provided another channel for our taxpayers to easily access information, 24/7.
Managing director for Nuance Enterprise, Australia and New Zealand, Robert Schwarz, said, “Conversational AI has completely transformed the way consumers engage, providing endless opportunities for government to provide best-practice digital customer experiences. More than ever, Australians are expecting seamless digital client experiences from the private and public sector alike.
“Nuance’s AI systems listen, learn and deliver progressively better outcomes by leveraging big data and human input to emulate live agents. Through this learning loop, we can deliver enterprise-grade solutions, empowering organisations, including government, to provide optimal experiences for Australians. Nuance Nina ensures consistent and intelligent automated conversations with human-like dialogue.”
OSR launched Sam in February 2018, and since then, Nuance says Sam has logged more than 5000 client interactions – with more than 71% of inquiries being resolved at the first contact.