Thursday, 19 May 2016 17:45

Jetstar and ATO go for gold

By

What do Jetstar and the Australian Tax Office have in common? First, they both use Nuance voice solutions and second, they both won Gold Stevies at the recent Asia-Pacific Stevie Awards.

Nuance Communications, announced that two of its Australian customers, Jetstar Airways and the Australian Taxation Office, were each awarded Gold Stevie Awards for their innovative use of technology in customer service at the third annual Asia-Pacific Stevie Awards.

The two wins, coupled with the seven Stevie Awards recently awarded in North America, solidify Nuance’s leadership in providing innovative customer service solutions.

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 with which they do business.

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

Australian Taxation Office – Gold Stevie, Innovative Use of Technology in Customer Service: To overcome the challenges it faced with customer engagement and to strengthen the relationship with its customers (Australian taxpayers), the ATO implemented Nuance’s voice biometrics technology across contact centres and via a 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. It 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 Airways  – Gold Stevie, Innovative Use of Technology in Customer Service: Jetstar collaborated with Nuance to develop "Ask Jess", an intelligent virtual assistant that answers customers' 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 designed specifically for Jetstar. Ask Jess uses advanced Natural Language Understanding technology to deliver a natural, conversational experience. Today, Ask Jess engages in over 220,000 conversations per month – not only understanding customers' words but also their intent, and offering an innovative option for customers to receive personalised responses.

“We look forward to celebrating alongside our well-deserving customers and continuing to provide them with the best in class technology to keep up with the evolving needs of their customers,” Stirling said.

The awards will be presented at a gala banquet at the Westin Hotel in Sydney on May 27.

CHIEF DATA & ANALYTICS OFFICER BRISBANE 2020

26-27 February 2020 | Hilton Brisbane

Connecting the region’s leading data analytics professionals to drive and inspire your future strategy

Leading the data analytics division has never been easy, but now the challenge is on to remain ahead of the competition and reap the massive rewards as a strategic executive.

Do you want to leverage data governance as an enabler?Are you working at driving AI/ML implementation?

Want to stay abreast of data privacy and AI ethics requirements? Are you working hard to push predictive analytics to the limits?

With so much to keep on top of in such a rapidly changing technology space, collaboration is key to success. You don't need to struggle alone, network and share your struggles as well as your tips for success at CDAO Brisbane.

Discover how your peers have tackled the very same issues you face daily. Network with over 140 of your peers and hear from the leading professionals in your industry. Leverage this community of data and analytics enthusiasts to advance your strategy to the next level.

Download the Agenda to find out more

DOWNLOAD NOW!

Ray Shaw

joomla stats

Ray Shaw ray@im.com.au  has a passion for IT ever since building his first computer in 1980. He is a qualified journalist, hosted a consumer IT based radio program on ABC radio for 10 years, has developed world leading software for the events industry and is smart enough to no longer own a retail computer store!

VENDOR NEWS & EVENTS

REVIEWS

Recent Comments