25 September 2023

DHS puts finger on new digital assistant

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The Department of Human Services has added a new Digital Assistant to its workforce in the form of ‘Charles’ the cyber-character who is available to assist myGov account holders by answering their questions 24/7.

Charles joins fellow digital assistants, Sam and Oliver, who have already answered more than two million questions from customers since March 2017.

Minister for Human Services and Digital Transformation, Michael Keenan said Charles was helping customers get fast answers to common questions including how to create a myGov account, how to link a new service to their account and what to do if their account is locked or suspended.

“Charles will make interacting with the Department more effective and efficient while enabling staff to focus on helping resolve more complex matters,” Mr Keenan said.

“Digital assistants provide enormous convenience to myGov account holders who are now able to access the information they need without having to pick up a phone or come into an office.”

He said the assistants were also helping to ease the strain on phone lines, giving staff more time to help customers who needed greater support with complex queries.

“We are committed to ensuring all Australians have access to the best possible Government services, 24 hours a day, seven days a week,” Mr Keenan said.

“Digital assistants are one of the key enhancements being delivered as part of the Welfare Payment Infrastructure Transformation program.”

He said the digital assistants were available on both mobile and desktop devices.

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