Digital Assistants 101-17051500
Expand allThis document outlines how Digital Assistants provide online support for Services Australia customers and the myGov website.
Digital Assistants
Digital Assistants are automated chat bots that simulate conversation with a customer. They require no staff interaction.
Digital Assistants reduce demand on staff in service centres and smart centres as well as the myGov Helpdesk by providing:
- immediate responses to general enquiries, including links to online guides, troubleshooting support and other related information when appropriate
- an enhanced digital service available 24/7, and
- a digital channel to help in sourcing information privately
The Digital Assistant provides online support for Services Australia customers on:
- selected Services Australia website pages, helping customers with:
- pre-approved responses to general questions about payments and services, and
- how to manage business with Services Australia online. The Digital Assistant is accessed via the Assistant icon on the right of the selected pages on the Services Australia website. Mobile devices may show the icon at the bottom of the page
- authenticated Centrelink online claims, helping customers with:
- pre-approved responses to general questions about payments and services, and
- many payment specific questions relating to online claims. The Digital Assistant is accessed by selecting the Launch the digital assistant link within the online claim
- the Express Plus Centrelink mobile app, helping customers with:
- pre-approved responses to app related functions, and
- general questions about payments and services. The Digital Assistant is accessed via the Assistant icon at the bottom of the app home, profile screen
A fourth Digital Assistant is available to provide online support on the myGov website:
- myGov Digital Assistant helps customers with:
- pre-approved responses to general questions. For example, setting up a myGov account, information about linking codes and linking Member Services, and
- basic information about the myGov Member Services. The Digital Assistant is accessed via the Assistant icon on the right of both the unauthenticated and authenticated myGov web pages
If staff receive queries about the Digital Assistants, see the Resources page for responses to Frequently Asked Questions (FAQ) and links to Digital Assistant-enabled pages on the Services Australia website.
The Digital Assistants Team regularly analyse customer questions, review, update answers and add new questions to improve the Digital Assistant experience.
The Resources page contains a link to FAQs and links to Digital Assistant-enabled pages on the Services Australia website.
Related links
How users create a myGov account and link services
Accessing and using Centrelink self service
Troubleshooting Centrelink self service