Case Studies/Department of Jobs, Precincts and Regions

Department of Jobs, Precincts and Regions

Helping alleviate the strain on essential workers during a pandemic with an automated, contactless and secure Hotel Quarantine Check-out Assistant.

Strategy & Research

Providing service in a pandemic

In March of 2020 Australia went into a state of emergency, borders were closed and travellers had to stay in quarantine due to covid-19.

With little time to prepare, public services were stretched thin providing all the services needed during the pandemic. VERSA was engaged to optimise this customer service, using our expertise in conversational AI to find a way to provide contactless and automated service.

Technology & Development

Contacless checkout via phone

To help guests check out in a contactless manner, VERSA integrated a conversational AI solution within the existing hotel quarantine network’s phone line. 

Our design allowed guests in quarantine to check out providing the essential contract tracing information via a series of automated questions. These were then recorded and saved securely to updated contact tracing records within the government.

UX & Design

Automating a conversation

Our Conversational Design team designed the conversation so the phone call was safe, secure and a great customer service experience. 

We worked closely with DJPR to define the questions they needed to know for each guests looking to checkout, this then helped us create a short contact tracing survey that could be done by simply calling the hotel’s number  — phone call was previously managed by staff, employed by the Department of Jobs Precincts and Regions.