On our website, the digital assistant answers questions through a chat function. It responds right away to questions about Centrelink, Medicare and Child Support payments and services. It also gives people links to related information. Customer's can access the assistant through the ‘Ask a question’ bar on selected webpages.
Within a customer's Centrelink online account, the digital assistant can answer payment-specific questions about online claims. Customers can ask a question by selecting Launch the digital assistant within an online claim.
While using the Express Plus Centrelink mobile app, our digital assistant can help with mobile app navigation questions. Our customers can access the assistant at the bottom of the app home screen.
Our digital assistant is learning all the time. By using data, we can identify areas for improvement and train it to tailor responses to respond to questions.