NEC Australia
Skip to Content (Press Enter) Skip to Main Navigation
  • Industries

    Industries

    • Aviation
      AVIATION

      Touchless touchpoints

      A seamless customer journey from curb to gate.

      Watch video
    • Defence
      DEFENCE

      Securing our borders

      See NEC present at the Australian Army Quantum Technology Challenge.

      Watch video
    • Education
      EDUCATION

      Customer success

      NEC helped RMIT market themselves with a massive dual-sided LED outdoor screen that delivers dynamic content.

      Learn more
    • Entertainment Venues and Stadiums
      ENTERTAINMENT VENUES AND STADIUMS

      Partnership Announcement

      NEC Australia To Light Up Sydney Football Stadium

      Learn more
    • Government and Public Administration
      GOVERNMENT AND PUBLIC ADMINISTRATION

      WorkZone: Case Management as a Service

      WorkZone helped Denmark become #1 eGovernment in Europe. It's now available in Australia from NEC.

      Watch video
    • Health
      HEALTH

      Customer success

      Integrated communications and display networks are the backbone to contemporary care at Blacktown Hospital.

      See the results
    • Justice and Corrections
      JUSTICE AND CORRECTIONS

      Customer success

      NEC's Inmate Services Platform helps Correctional Centre Operators to safeguard society and reduce reoffending.

      See the results
    • Law Enforcement and Triple Zero
      LAW ENFORCEMENT AND TRIPLE ZERO

      Customer success

      NEC led a complete refresh of a State Law Enforcement agency’s outdated WAN and LAN.

      See the results
    • Transportation
      • Bus Solutions
        TRANSPORTATION

        Bus Solutions

        Revolutionise the way your buses get from A to B.

        Watch video
      • NEC Mobility Platform
      TRANSPORTATION

      The transport future

      Our smart transport solutions are changing the way we think, plan and undertake our journeys.

      Watch video
    AVIATION

    Touchless touchpoints

    A seamless customer journey from curb to gate.

    Watch video
  • Solutions

    Solutions and Services

    • Biometrics and Digital Identity

      Biometrics and Digital Identity

      • Customer Experience
      • Digital ID
      • Public Safety and Secuity
      BIOMETRICS AND DIGITAL IDENTITY

      Touchless touchpoints

      See how NEC is creating a seamless customer journey at airports from curb to gate.

    • Contact Centre and CX

      Contact Centre and CX

      • Conversational AI Creative Virtual
      • CX Plus Cloud Contact Centre NICE
      • Knowledge Management livepro
      • UCB Contact Centre Enghouse Interactive
      • UNIVERGE BLUE NEC
      CONTACT CENTRE AND CX

      Knowledge Management

      Find answers fast for confident employees and happier customers. Request a demo today!

      Request a demo
    • Data and Applications

      Data and Applications

      • Data and Analytics
      • Managed Application Support
      • Managed Microsoft Dynamics 365 CRM
      • Managed Microsoft Office 365
      • Managed Microsoft Teams Calling
      • Process Improvement and Automation
      • Digital Government Solutions
      DATA AND APPLICATIONS

      WorkZone: Case Management as a Service

      WorkZone helped Denmark become #1 eGovernment in Europe. It's now available in Australia from NEC.

      Watch video
    • Hybrid Cloud

      Hybrid Cloud

      • Cloud Transformation
      • Cloud Wellbeing
      • Modern CloudOps
      HYBRID CLOUD

      NEC Cloud Transformation

      Map your cloud journey from risks to workloads.

      Learn more
    • Professional Services

      Professional Services

      • Application Services
      • Cloud Services
      • Data and AI
      • Resource Augmentation
      PROFESSIONAL SERVICES

      Access NEC’s technical SMEs

      Specialist and certified resourcing tailored to fit your needs without the overhead commitments

      Learn more
    • Quantum Computing
      • Cloud Platform
      • Quantum Consultancy
      QUANTUM COMPUTING

      Quantum Consultancy

      Leverage our expertise to deliver optimised quantum solutions to your business challenges.

      Learn more
    • Secure Networks

      Secure Networks

      End-to-end capability: network design, installation, training, maintenance and support.

      • Audit and Assessment Services

        Ensuring your networks are robust, compliant, and optimally configured.

        • Network Audits
        • Network Design and Architecture
        • Wireless Surveys
      • Consulting Services

        Ensuring your infrastructure is performing at its best.

        • 5G and Wi-Fi Convergence
        • End-User and Application Performance Management
        • IT and OT Convergence
        • SASE Migration
        • Traditional Networking to Software-Defined Networking
        • Traditional WAN to SD-WAN Migration
      • Managed Services

        Flexible solutions that can adapt to your changing business needs.

        • Network as a Service (NaaS)
        • Secure Access Service Edge (SASE)
        • Secure SD-WAN
        • Security Device Management
        • SIEM + XDR
        • Wi-Fi and Mobility
        • Zero Trust Network Access (ZTNA)
      SECURE NETWORKS

      Secure Access Service Edge (SASE)

      Secure and reliable access to your corporate network and enterprise applications at any time, from any place.

      Learn more
    • Service Management

      Service Management

      Unifying services and technology for seamless operations, exceptional user experiences, and continuous innovation.

      • IT Service Management (ITSM)
      • Service Integration and Management (SIAM)
      SERVICE MANAGEMENT

      Service Integration and Management (SIAM)

      Streamlining service providers for seamless innovation and operational excellence.

      Learn more
    • Technology Advisory Services

      Technology Advisory Services

      • Business Case Development
      • Infrastructure Optimisation
      • Modern Operating Model
      • Security and Resilience
      • Solution Architecture
      • Strategy and Roadmap
      • Technology Modernisation
      • Vendor Selection
      QUANTUM COMPUTING

      Quantum Consultancy

      Leverage our expertise to deliver optimised quantum solutions to your business challenges.

      Learn more
    • Unified Communications

      Unified Communications

      • Cloud
      • Communications Platforms
      • Desk Phones
      • Desktop and Mobile Clients
      • IP DECT Wireless
      • Maintenance and Support Services (NECare)
      • Messaging and Conferencing
      UNIFIED COMMUNICATIONS

      UNIVERGE BLUE

      Video. Phone. Messaging. Bringing it all together. 

      Become a partner
    CYBER SECURITY

    Managed SIEM + XDR

    A smarter approach to threat detection and incident response. 

    Learn more
  • Insights

    Insights

    • Blog
      BLOG

      Smart Transportation

      See how these companies are embracing inclusive transport.

      Read blog
    • Creating Value

      Creating Value

      • The Series New
      • Women in Tech
      CREATING VALUE SERIES

      Hosted by Dylan Alcott AO

      How leaders, innovators and change makers create value. 

      Watch Sir Peter Cosgrove video
    • Customer Success 
    • Events
    • Media
      MEDIA

      Quantum Technology Services

      NEC and D-Wave introduce new quantum offerings to Australian market.

      Read media release
    • Podcasts

      Featured Podcast

      Women Who Move Nations - Veronica Davis

      Listen to more podcasts

    • Videos
      CREATING VALUE SERIES

      Hosted by Dylan Alcott AO

      How leaders, innovators and change makers create value.

      Watch videos
    • Webinars
      WEBINAR

      Creating equitable and inclusive transport

      How transport authorities and operators are designing their services today to address the accessibility gap.

      Watch webinar
    • Whitepapers and Reports
      REPORT

      BIOMETRICS AND DIGITAL IDENTITY

      Frost Radar: Biometric Authentication Solutions 2022 - NEC #1

      Download report
    CUSTOMER SUCCESS

    Smart Transportation Case Study

    Real-time arrival information elevates passenger experience.

    Learn more
  • About

    About

    • NEC Australia 

      NEC Australia

      • Contact
      • Leadership
      • Profile
      • Subscribe
    • NEC Global
    • Responsible Business

      Responsible Business

      • Corporate Social Responsibility
      • Diversity
      • Indigenous Community
      • Sustainability Development Goals
    ABOUT

    NEC Australia

    We bring humanity and world-class technology closer to create a more connected future.

    Watch video
  • Partners

    Partners

    • Ambassador
      AMBASSADOR

      Dylan Alcott

      NEC Australia congratulates our ambassador, Dylan Alcott on being named Australian of the Year 2022.

      Watch video
    • Channel Partners

      Channel Partners

      • Unified Communications
        UNIFIED COMMUNICATIONS

        UNIVERGE BLUE

        Video. Phone. Messaging. Bringing it all together. 

        Become a partner
      CHANNEL PARTNERS

      Unified Communications

      Our channel partners have the local market expertise to deliver the flexible, integrated solutions you need.

      Find your nearest reseller
    • Corporate Partners

      Corporate Partners

      • Essendon Football Club
      • Invictus Australia
      • Melbourne Storm
      • National Gallery of Victoria
      • Sound West
      • Sydney Living Museums
      • Sydney Swans
      • Venues NSW
      • West HQ
      CORPORATE PARTNERS

      Sydney Living Museums

      NEC is proud to be Principal Partner of Boundary Conditions Hyde Park Barracks annual art commission.

      Learn more
    • Industry Partners
      INDUSTRY PARTNERS

      Established and emerging ICT brands

      NEC works with the world’s leading technology and service providers to develop the best solutions for your business.

      Learn more
    CORPORATE PARTNERS

    Sydney Living Museums

    NEC is proud to be Principal Partner of Boundary Conditions Hyde Park Barracks annual art commission.

    Learn more
  • Careers

    Careers

    • I’m NEC
    • Join the Team
    • FAQs
    CAREERS

    Become part of the team!

    Use your passion and build your career with NEC.

    Watch video
  • Contact us
  • عربي
  • 中國人
  • Français
  • हिन्दी
  • 日本
  • Português
  • Español
Search
Conversational AI
  • Overview
  • Capabilities
  • Insights
  • Customers
  • Solutions
  • Partners
  • Ask an expert

Combining humans and AI

Combining humans and AI

Seamless, personalised conversations at large scale

Ask an expert

  1. Home
  2. Solutions
  3. Contact Centre and CX
  4. Conversational AI

Did you know?

78%

of millennial customers change providers after one poor customer experience

77%

of organisations say customers are willing to pay more for convenience

91%

of customers are more willing than ever to switch brands if unsatisfied

Overview

Conversational AI

Conversational AI (also referred to as chatbots or virtual agents) are increasingly being utilised by organisations to improve their support experience, reduce costs, increase sales and build brand loyalty. 

When it comes to developing and implementing this technology in the customer and employee experience space, there are some common goals: high accuracy in recognition, low levels of maintenance, and freedom from the fear that irrelevant, unsanctioned or inaccurate content will be delivered.

NEC’s Conversational AI (CAI) is powered by Creative Virtual, who are recognised by Frost & Sullivan as a world leader in virtual agent, chatbot, and live chat solutions.

The solution adopts a hybrid approach that brings together humans and artificial intelligence (AI), allowing the chatbot or virtual agent to continually improve based on the way it is being used while also enabling organisations to maintain control over the reliability of responses.

Conversations across touchpoints in a seamless, personalised way.

Conversational AI
Why NEC? Watch video

Why NEC?

NEC has been building, installing, monitoring and managing customer experience platforms for Australian customers for over 25 years. From out-of-the-box to fully customised solutions, we’ve delivered 800+ contact centre management solutions and service 13,000+ contact centre seats.

With a proud 50 year history of supporting Australian businesses, our professional and managed service capabilities set us apart. Our highly-skilled teams take an in-depth look at your requirements and design the right technology fit to produce genuine business outcomes.

CAI can be delivered as a standalone solution or it can integrate with NEC’s CX portfolio - fitting within the NEC service framework to provide peace of mind to customers that they will be supported by our safe pair of hands.

Lower cost to serve. Improved customer experience. 

Capabilities

Improved CX

A high level of accuracy in recognition, low levels of maintenance.

Rapid deployment

Small solutions without integration can be deployed within a couple of weeks.

Integration

SSO, CRM and other personalised account information to provide personalised responses.

Leading technology

Named the Product Leader in AI-Enhanced Customer Self-Service by Frost & Sullivan. 

Multi-channel

Deployed via web, mobile, social, messaging platforms, SMS, contact centre, service desk, live chat, IVR and voice assistants.

Human involvement

V-Person can be integrated with NEC’s live chat system to provide seamless escalation from virtual to live agent.

Process automation

Allows for management of permissions and workflows from content creation, approval, revision through to publishing.

Machine learning

Hybrid approach to self-learning, combining human input with machine learning to create efficiency and predictability for all.

Components

V-Person (Virtual Agent)

Improve customer and employee experience by providing a high level of accuracy in recognition, low levels of maintenance, and a method of QA by feeding authorised, relevant, and accurate information during transactions.

At a glance:

  • Deploy across any channel, including web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, and service desk
  • Capable of customer facing and agent assist application by providing your employees the self-service tools they need to solve problems and find information anytime, anywhere
  • Flexible integration options and unlimited customisation by channel, product, business unit, user profile and device 
  • Unique hybrid approach of natural language processing (NLP) and machine learning for continuous improvement and reliability
  • Over 35 languages currently available
  • Options for hosting on-premise, in the a secure public cloud and in a private cloud
V-Person (Virtual Agent)
V-Person Live Chat

V-Person Live Chat

Empowers organisations to deliver a fully integrated support experience by combining self-service virtual agents and human-assisted live chat.

At a glance:

  • Integration with the same knowledgebase as virtual agent
  • Leverage enterprise knowledge management solutions such as NEC’s Knowledge Management
  • Integration with social media platforms such as Twitter, support communities and discussion forums
  • Improve online customer service and deflect calls from the contact centre by offering customers an easy and convenient way to self-serve
  • Unique feedback loop allows live chat agents to help improve the virtual agent
  • Uses its own chat engine and not reliant on 3rd party CX systems

V-Portal

A knowledge management, workflow management and business intelligence reporting platform that backs all of our virtual agent/chatbot and live chat implementations.

At a glance:

  • Identify gaps in content and obtain key metrics on call deflection, containment/first contact resolution, conversions, and satisfaction rates for each interaction in real time
  • Bring together content sources and AI systems
  • Manage the intents
  • Blend together natural language processing (NLP), human curation of content, artificial intelligence (AI) and machine comprehension
  • Create seamless, personalised conversations customised by channel, product, business unit, user profile and device
  • Set customisable user permission and workflow settings for the creation, approval and publishing of content 
  • Generate and analyse conversational analytics and user feedback data and reports 
V-Portal (Orchestration)

Insights

Is the CX Maturity Framework still relevant in 2024?

Read blog >

Challenging the CX Maturity Model with AI

Read blog >

Is Knowledge Management the key to customer and employee satisfaction?

Read blog >

More insights

Customers

UK Government Department

See how this large Government Department in the United Kingdom uses Creative Virtual’s V-Person™ virtual agent to deliver personalised self-service that is reducing internal service desk support costs and improving employee productivity. 

See the results
UK Government Department

REST

See how Australia’s largest superannuation fund uses Creative Virtual’s V-Person™ virtual agent to increase customer engagement, provide 24/7 support in their channel of choice, and to better understand the customer experience. 

See the results
REST

More success stories

Solutions

Cloud Transformation

Map your cloud journey from risks to workloads

CX Plus Contact Centre

Cloud native built on a market-leading contact centre platform

Knowledge Management

Find answers fast for confident employees and happier customers

UCB Contact Centre

On-premise solutions for local councils and small business

Partners

NICE PartnerLivepro PartnerEnghouse PartnerCreative Virtual Partner

More partners

Build, implement and optimise your conversational AI strategy. Ask an expert

Be updated with our insights

Subscribe to email communications.

Subscribe

Connect with our experts

Looking for tailored solutions? We’re here to help.

Connect

Get product support

Find manuals, downloads, and warranty information.

Support

  • Industries
    • Aviation
    • Defence
    • Education
    • Entertainment Venues and Stadiums
    • Government and Public Administration
    • Health
    • Justice and Corrections
    • Law Enforcement and Triple Zero
    • Transportation
  • Solutions
    • Biometrics and Digital Identity
    • Contact Centre and CX
    • Data and Applications
    • Hybrid Cloud
    • Professional Services
    • Quantum Computing
    • Secure Networks
    • Service Management
    • Technology Advisory Services
    • Unified Communications
  • Insights
    • Blog
    • Creating Value
    • Customer Success 
    • Events
    • Media
    • Podcasts
    • Videos
    • Webinars
    • Whitepapers and Reports
  • About
    • NEC Australia 
    • NEC Global
    • Responsible Business
  • Partners
    • Ambassador
    • Channel Partners
    • Corporate Partners
    • Industry Partners
  • Careers
    • I’m NEC
    • Join the Team
    • FAQs
  • Contact us

Privacy | Terms | Business Terms | Procurement | Security | Compliance | Support | Sitemap
© 2022 NEC Australia Pty Ltd. All Rights Reserved. ACN: 001 217 527 ABN: 86 001 217 527