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<h1>Digital Assistants 101-17051500</h1>
<ul id="tabs-primary"><li><a href="../additional-products-and-services/101-17051500-01.html">Background</a></li><li><a class="active students" href="../additional-products-and-services/101-17051500-05.html">Resources</a></li></ul>
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<div class="twisty">
<a class="anchor" name="bp05_L2GT_Frequently_Aske"></a>
<h2 id="bp05_L2GT_Frequently_Aske">Frequently Asked Questions (FAQ) about the Digital Assistants</h2>

<div class="collapsible_container">
<div class="block">

<p>This table outlines common questions asked about the Digital Assistants.</p><table caption="This table outlines common questions asked about the Virtual Assistants. " class="" width="100%">
<tr>
<td width="11%">

<p><strong>Item</strong></p></td>
<td>

<p><strong>Question</strong></p></td>
</tr>
<tr>
<td>

<p>1</p></td>
<td>

<p><strong>Who provides the Digital Assistant's responses?</strong></p>

<p>Responses provided by the Digital Assistants are pre-authored and automated. The Digital Assistants are programmed to understand and respond to general questions.</p>

<p>Customer questions are regularly reviewed and used to develop responses to new questions over time.</p>

<p></p></td>
</tr>
<tr>
<td>

<p>2</p></td>
<td>

<p><strong>What happens if the Digital Assistants cannot respond to a question?</strong></p>

<p>Digital Assistants assess a level of confidence in understanding the intent of a question asked.</p>

<p>If the level of confidence is not met, the Digital Assistant will not provide a conversational response. It may either request the question be re-phrased, attempt to disambiguate or use key words from the initial question to search trusted government websites and produce the top 3 results from that search within the chat.</p>

<p>Common reasons the Digital Assistant cannot answer a question are when the customer&#58;</p>
<ul> <li>
keys a CRN or Medicare numbers, names and dates of birth, an address or contact details</li>
<li>
asks a question that is very long and contains too many words, or</li>
<li>
asks the Digital Assistant a question that is not about a Services Australia payment or service (for the Services Australia Digital Assistant), or not about myGov or a Member Service (for the myGov Digital Assistant)</li> </ul>

<p></p></td>
</tr>
<tr>
<td>

<p>3</p></td>
<td>

<p><strong>Who can use the Digital Assistant?</strong></p>

<p><strong>Services Australia website</strong></p>

<p>Anyone visiting the Digital Assistant-enabled web pages on the Services Australia website can use the Digital Assistant. Customers do not need to be signed into their online account to use the Services Australia Digital Assistant.</p>

<p><strong>Centrelink Online Claims</strong></p>

<p>The Digital Assistant is also available within an authenticated Centrelink online claims session and provides general and many payment-specific answers about online claims.</p>

<p><strong>Express Plus Centrelink mobile app</strong></p>

<p>Anyone signed into the Express Plus Centrelink mobile app can use the in app Digital Assistant.</p>

<p><strong>myGov Website</strong></p>

<p>Anyone visiting the myGov website can use the myGov Digital Assistant. This is available on both unauthenticated and authenticated myGov web pages, so users do not need to be signed into their myGov account to use the Digital Assistant.</p>

<p></p></td>
</tr>
<tr>
<td>

<p>4</p></td>
<td>

<p><strong>How do I manage incoming queries about responses provided by the Digital Assistant on the Services Australia website, Express Plus Centrelink mobile app or within an online claim?</strong></p>

<p>Explain that the Digital Assistant only provides general information or useful links and that answers are not specific to personal circumstances. Advise customers not to enter any personal information, such as their name, address or CRN into the Digital Assistant.</p>

<p>The current customer facing Digital Assistants are unauthenticated on selected Services Australia web pages, authenticated Centrelink online claims and authenticated mobile app. Staff should note the distinction between the customer focused content provided by these assistants and the content provided by staff facing Digital Assistants. Staff should not relay content from the staff facing Digital Assistants to customers.</p>

<p></p></td>
</tr>
<tr>
<td>

<p>5</p></td>
<td>

<p><strong>Will more questions be able to be answered by the Digital Assistants?</strong></p>

<p>Questions asked of the Digital Assistants are regularly reviewed with additional questions and answers developed to enhance the digital experience and decrease the contacts made through non digital channels.</p>

<p>The Digital Assistants Team analyse customers' questions, review, update answers, and add new questions to improve the Digital Assistants regularly.</p>

<p></p></td>
</tr>
<tr>
<td>

<p>6</p></td>
<td>

<p><strong>What if the answer provided is not correct for the question asked?</strong></p>

<p>If issues are identified around incorrect content, problems with the interface and or Digital Assistant functionality, staff can provide feedback to the Digital Assistant team.</p>

<p></p></td>
</tr>
<tr>
<td>

<p>7</p></td>
<td>

<p><strong>Are any questions or answers recorded on a person's record?</strong></p>

<p>No, questions or answers are not currently recorded on a customer's record. This may change in the future, as the digital service offer changes.</p>

<p></p></td>
</tr>
<tr>
<td>

<p>8</p></td>
<td>

<p><strong>Are the Digital Assistants available all times during the day?</strong></p>

<p>Yes, the Digital Assistants are available 24/7 to assist customers.</p>

<p></p></td>
</tr>
<tr>
<td>

<p>9</p></td>
<td>

<p><strong>What languages are the Digital Assistants available in?</strong></p>

<p>The Digital Assistants are currently only available in English.</p>

<p></p></td>
</tr>
<tr>
<td>

<p>10</p></td>
<td>

<p><strong>Do the Digital Assistants complete tasks on customer records?</strong></p>

<p>No, any information typed in the Digital Assistant is not recorded on customer records.</p>

<p></p></td>
</tr>

</table>
</div>
</div>
</div>


<p></p>
<div class="twisty">
<a class="anchor" name="bp05_L2GT_Digital_Assista"></a>
<h2 id="bp05_L2GT_Digital_Assista">Digital Assistant availability on the Services Australia website</h2>

<div class="collapsible_container">
<div class="block">

<p>The Digital Assistant is currently available on a selected number of web pages on the Services Australia website for <a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/individuals/centrelink">Centrelink</a>, <a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/individuals/medicare">Medicare</a> and <a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/individuals/child-support">Child Support</a>.</p>

<p><strong>Centrelink themes</strong></p>
<ul> <li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/raising-kids">Raising kids</a></li>
<li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/individuals/separated-parents">Separated parents</a></li>
<li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/work">Work</a></li>
<li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/ageing">Ageing</a></li>
<li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/individuals/services/centrelink/disability-support-pension">Disability Support Pension</a></li>
<li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/education">Education</a></li>
<li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/caring-for-someone">Caring for someone</a></li>
<li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/natural-disaster">Natural disaster</a></li>
<li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/if-you-need-payment-or-support-during-coronavirus-covid-19?context=60352">High-Risk Settings Pandemic Payment</a></li>
<li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/individuals/services/centrelink/centrelink-online-account">Centrelink online account</a></li>
</ul>
<p><strong>Medicare themes</strong></p>
<ul> <li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/whats-covered-medicare?context=60092">What's covered</a></li>
</ul>
<p><strong>Child Support themes</strong></p>
<ul> <li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/child-support-assessment">Child Support assessment</a></li>
<li>
<a target="_blank" class="extwebsitelink" href="https&#58;//www.servicesaustralia.gov.au/individuals/services/child-support/child-support-online-accounts">Child Support online accounts</a></li>
</div>
</div>
</div>
</ul>

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