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Thursday, 19 May 2016 17:45

Jetstar and ATO go for gold


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.

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Ray Shaw

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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!

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