NetHui 2020: Is there Any-body out there? (Domain Name Commission)

(upbeat music) - [Any] Kia ora, I’m Any, the Domain Name Commission’s first online staff member. I joined in March this year when the team of five million New Zealanders went into lockdown to fight the spread of COVID-19. Folks at the Domain Name Commission needed me to be online fast to help them handle inquiries from around the world about.nz domain names. I started at the right time. Everyone was remote working and jumping online to answer messages flooding in from the public. (lively music) I’m available ²⁴⁄₇, offering support when you need help.

00:36 - (upbeat music) I answer questions like how to register a domain name. Lots of people have asked me about lodging a dispute over a domain name too. I’m a fast learner looking to answer everyone’s most frequently asked questions. I’m also a connector. I put people visiting our website in touch with my colleagues if there’s something I can’t answer or more complex to follow up. To get my attention, you simply click on my image from any webpage @dnc.org.nz.

01:09 - If you don’t know where to start, I provide some suggestions. Otherwise I’ll try to understand what you have to say and provide a helpful response. Just the other day, I was asked how to report a fake webshop ending in.nz and I was able to note the domain name and pass it onto another team member to check out. I love my role, keeping.nz fair for everyone. (upbeat music) If I’m not 100% sure of the answer to your question, I can suggest some possibilities.

01:43 - (upbeat music) And if I’m still stumped, I can send an email to my team to tell them you’ve been in touch and need some help. (upbeat music) My chat is captured which helps me understand what has been going on and get better. (gentle music) I also help my team by tracking new and trending questions. The good thing is my colleagues take an active interest in my learning. They then teach me to come up with answers. Well, they might develop some new online resources. (upbeat music) For me to get better, I need to talk with more of you and to hear how you think I’m doing. I also get support from others like me. I’m part of a bigger online community of FAQ bots, hoping to do the same thing for workplaces around Aotearoa. There’s my other bot friends like Tohu from Education New Zealand and Stanley from Steel and Tube. We’re all learning together and helping one another to deliver excellent customer service. So, next time you have a.nz question try asking me. I’m here to help and learn from you. (upbeat music) .