The rollout of the NDIS scheme was completed for all locations across Australia in 2020. As the scheme becomes embedded and participants gain more experience, many feel empowered to embrace the choice to spend their funding in a way that is most beneficial to them.

At Evolved, we work with suppliers of NDIS services to ensure their customers have a voice and a platform to provide their feedback. In turn, this allows our clients to understand what shapes a positive experience with their services and, similarly, where there may be tension.

Conquering NDIS complexity with Conversational AI

We know that for people with disabilities and their carers, being a participant in the NDIS Scheme can be challenging. To really understand how customers feel about the services our clients provide, we need to listen to feedback beyond a top line rating of customer satisfaction or advocacy. Given the complexity of the system, these metrics can be deceptive.

We approach this challenge by using EVE (Evolved Verbatim Engine), our Conversational AI tool. EVE replaces traditional surveys with AI-powered conversations. Instead of reading agree and disagree statements written by researchers, customers engage with an inquisitive feedback companion that enquires on each unique response in real-time.

We see the benefits as:

• Higher volume and quality of feedback
• An interactive survey experience that participants are engaged with
• An ability to tailor our approach so it's appropriate for each audience

To illustrate this, we asked almost 1,000 NDIS participants (participants and carers) to tell us about their experience. When asked to rate the overall experience from registering, finding providers and the delivery of service. The ratings were generally low and reflected the frustration and strain imposed on users.

How Conversational AI takes feedback to the next level

Below are two real conversations our Conversational AI companion, EVE, had with NDIS participants.

The result

Effective actionable data that makes the customer the focal point.

Not only do our clients end up with an in depth understanding of their customers, they can also provide actionable feedback to staff, use it for training or identify areas of concern and opportunities for improvement.