October 20199 they may wish to register their trade mark. Using leading machine learning algorithms, Trade Mark Assist makes the process of applying for a trade mark much easier.Trade Mark Assist has helped over 41,000 customers, increasing successful applications by 18 per cent. This has led to over 90 percent satisfaction with Trade Mark Assist's user experience. Australian Trade Mark SearchIn partnership with then local start-up Trademark Vision, we explored the possibilities of AI and advanced machine learning in combination with Australia's trade mark database. This led to Australian Trade Mark Search. The decision to transform the old trade mark search system gave us the opportunity to adopt industry-leading practices and become one of the first IP offices in the world to integrate trade mark image recognition and search technology. We consider Australian Trade Mark Search to be the best trade mark search system globally and plan to explore overhauling other IP search systems in the very near future. The search system's success can be measured by its popularity, with over 1 million page views from over 40,000 customers each month. Australian Trade Mark Search is a key pillar that has helped IP Australia become recognised by World Trade Mark Review as the intellectual office most liked by trade mark practitioners around the world.AlexA few years ago we took the innovative step for a government agency and IP office by launching our virtual assistant (VA), Alex. Alex has supported us to become one of the first fully digital federal government agencies.Alex has been in place since 2016 and now handles 38 per cent of all enquiries made to IP Australia with a first contact resolution rate of 82 per cent. Alex continues to be a foundational piece enabling customers to transact digitally 24/7 at a time convenient to them, reducing contact centre channel by approximately 60 per cent. To date, Alex has successfully serviced well over 100,000 customers while continuing to maintain IP Australia's impressive 84 per cent satisfaction rate. We are proud that our implementation of Alex was recognised with a number of awards including the Australian National Archives Award for Digital Excellence and a Silver Stevie Award for Innovation in Technology Development in 2017 at the Annual Intelligent Assistant Awards in San Francisco, USA. IP FolioTo help Australian businesses and innovators interact with IP on their terms, we also developed IP Australia's first fully mobile app, IP Folio. The app is the first customer-focussed mobile app to be developed by any IP office globally.The app is effectively a digital wallet for IP rights and allows a customer to monitor the progress of a trade mark application, receive notifications of key status changes to a trade mark, and `watch' or `favourite' selected trade marks. We have adopted an agile approach with delivery focussing on trade marks capability first as around 60 per cent of trade mark applicants are Australian small business or innovators who have never navigated the IP system. The app represents a prime example of the next generation of digital services coming out of the Australian government: data-rich, real-time and mobile-first. Development now includes the addition of patents functionality and android compatibility.Support for Australian businesses and innovators continue to be a driving force for what we do at IP Australia. As a fully digital agency processing almost one million transactions and $210 million in revenue, we have a strong platform to reimagine new ways to service our customers and their future needs. USING 3D PRINTING, UNYQ HAS BEEN ABLE TO REDEFINE NOT ONLY HOW THESE DEVICES ARE CREATED, BUT ALSO TO CREATE AN AESTHETICALLY BEAUTIFUL YET PRACTICAL END PRODUCT
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