An IA is not a stand-alone technology. It is a key ingredient in transforming the customer experience. Datacom’s deep legacy in customer experience, customer service and service design enables us to deliver best-in-class customer contact solutions to ensure your continual success and put your customer first.
Four years ago, IP Australia embarked on a digital transformation - encouraging customers to more regularly engage with the organisation through digital channels. IP Australia invited Datacom to collaborate as a strategic partner toward this objective. At the time, IP Australia was experiencing 12% adoption of digital channels for over 800,000 customer service transactions a year. The two organisations worked closely together to develop a strategy to shift customers to self-service channels and introduce digital innovation throughout IP Australia.
Following customer mapping workshops and deep analysis of customer engagement, Australia’s first Federal webchat enabled digital employee, Alex, was launched in May 2016. Alex is not just another technology investment; she is the lynchpin of the digital transformation. Alex’s continuous development is aligned with behavioural economics techniques and other investments in digital channels, to best drive IP Australia’s digital-first agenda while maintaining an exemplary customer experience. Alex is present across the whole customer journey, from a first impression with IP Australia via its corporate website, within our award-winning Portfolio View Beta platform or social media channels, through all email interactions and over 92% of written communications.
Alex’s successful implementation has been recognised with an Intelligent Assistant Award win at the 4th Annual Intelligent Assistant Awards in San Francisco. Read the full case study
See Alex in action: A discussion with IP Australia's Intelligent Assistant
Datacom has over 52 years of experience in technology in New Zealand and 23 years of experience in the Australian Contact Centre environment.
We bring a human centred design approach to assist in digital transformation and ensure the solutions our clients employ align with best practices in customer experience, and have analytics in place to monitor performance and allow for evidence-based decision-making. We’ve supported thousands of customers in the commercial and public sectors, providing a wide range of capabilities including virtual assistant implementation, customer experience consulting, knowledge management services, business intelligence, software development, IT outsourcing, and other IT services.
Interested in knowing more about our Intelligent Assistant solutions? To find out more or request a demo, get in touch with our team or call us on+61 2 9023 5000.