5 Matching Annotations
  1. Nov 2019
    1. However, PIPA is the agency's first standalone bot, meaning it can be used across multiple government agencies. Crucially, the bot can be embedded within web and mobile apps, as well as within third-party personal assistants, such as Google Home and Alexa.  According to Keenan, the gang of five digital assistants released so far by the DHS have answered "more than 2.3 million questions, reducing the need for people to have to pick up a phone or come into a service centre for help.” “This is what our digital transformation program is all about – making life simpler and easier for all Australians.”

      Scope of PIPA

    1. uman Services has a number of public-facing chatbots already. The newest of them is ‘Charles’, launched last year, which offers support for the government’s MyGov service.Others include ‘Sam’ and ‘Oliver’, both of which launched in 2017. The department’s customer-facing digital assistants have so far answered more than 2.3 million questions. Human Services also uses a number of staff-facing chatbots. In November Keenan revealed that the department had launched an Augmented Intelligence Centre of Excellence, which the minister said would boost collaboration with industry, academia and other government entities.

      Chatbots that exist

    1. The federal government has decided that all Commonwealth entities would benefit from having a chatbot, with the Department of Human Services (DHS) announcing it was working on the development of one that will be ready by the end of 2019.The Platform Independent Personal Assistant -- PIPA -- is expected to "significantly improve the customer experience for users of online government services", according to Minister for Human Services and Digital Transformation Michael Keenan.

      Federal Government creating PIPA chatbot

    1. Before implementing Alex 2.5 years ago, IP Australia staffers were taking 12,000 calls per month."Now I'm not saying Alex was the only intervention we had, but it was one of the main ones. Acting on the insights we were getting from Alex, we're now down to 5,000 calls per month and still dropping," Stokes said. "The value for money and return on investment is quite good."

      IP Australia using chatbox named Alex to reduce calls received

  2. Oct 2019
    1. No matter how well you design a system, humans will end up surprising you with how they use it. “We make it obvious that it’s a bot, a digital assistant, at the start. But sometimes customers overlook that. And they’ll say, ‘are you a bot? What’s going on here? Transfer me through!’ And they’ll get into it quite strongly,” explains David Grilli, AGL’s chatbot product owner

      Interesting to note response to chatbots