If you call Services Australia these days there’s some new technology which is quite class-leading:
- like 40% of callers, you can use your voice to authenticate yourself straight away, instead of having to remember a PIN, or answering security questions at the start of the call
- because you used your voice to pass security, you’ll get personalised service from the IVR, like important reminders, specific info about eligibility and payments (really helpful during the early stages of the pandemic in 2020) and even simple services like getting an advance payment… all without having to wait on the line and speak to someone
- once you do get through (more quickly) the person answering your call will be able to understand your situation much more quickly so you get better help more quickly
After two-and-a-half years Services Australia was provided with new IVR services, a style guide about how to create effective spoken messages, a new single-view-of-customer solution for staff to use, staff personas and a new model for comms and change.