Better customer experience through improved search, discover and help capabilities
Project summary
Services Australia is enhancing its digital assistant suite and broader search channels to align with growing customer expectations when using online services.
The agency is working towards a unified ‘Search, Discover and Help’ vision and strategy for its digital platforms. These capabilities enhance customer experience when interacting with myGov and the broader digital platforms Services Australia offers.
Digital Assistants in use by Services Australia are not always effective, as a large number of customer questions are unanswerable. This is because the existing knowledge base the Digital Assistants draw on lacks available and accurate pre-written responses.
Services Australia is undertaking a trial to explore whether Generative AI capabilities can help improve user experience when using Digital Assistants, and expand the content within the existing knowledge base.
The ‘Search, Discovery and Help’ customer journey.
Image: Services Australia
How AI contributes to the project
The trial explores the capabilities of an AI Large Language Model to generate suitable responses to questions that are not currently answered in the knowledge base. The model will read staff-selected user questions and draft answers consistent with publishing guidelines for content available in Services Australia’s Digital Assistants.
Staff involved in the trial will review AI draft responses and assess suitability against:
- relevance to user intentions
- accuracy of information
- alignment with established publishing format and standards.
Accurate AI-generated responses will then be added to the knowledge base for customers to receive in future interactions. This will result in a more comprehensive knowledge base, and more efficient customer interactions with Digital Assistants.
Outcomes and next steps
The trial has identified early benefits including:
- reduced workload ꟷ AI-generated draft responses require minimal to no editing, freeing up staff capacity for other work
- improved knowledge base ꟷ approved generated responses are reducing content gaps present in the previous knowledge base
- improved customer experience ꟷ customers are receiving accurate responses to more of their questions.
Suitable customer-driven content will be published in the public domain through the Digital Assistants following completion of the trial.
Services Australia will evaluate final outcomes, benefits and next steps at the end of the trial.