A Virtual Agent Network sets the bar for how digital services should function. Instead of figuring out who to contact and then making multiple calls to different agencies, customers now have a single place to get their questions answered – anytime, anywhere.
Customers can access all three virtual assistants through a single chat window that synchronises to each organizations’ websites. The individual agencies do not need to share data between each other – instead, the AI network directly connects the customer and the right agency. For example, if you ask Kamu a question about taxation, VeroBot recognises the topic and can immediately respond.
Public service employees also benefit from this AI-driven service. Now that virtual agents can answer frequently asked questions, anticipate needs and automate routine tasks, employees can focus on more complex cases that need human support.
The idea for AI-driven services that connect different entities may have been born in the Accenture Innovation Hub, but to succeed, collaboration was key. By combining Accenture’s innovation architecture with the technology capabilities of boost.ai and the government agencies’ deep customer knowledge, an ecosystem focused on providing better customer experience and engagement became a reality.
