Getting help from Optus just got faster and smarter with the launch of Expert AI, a cutting-edge tool designed to empower its customer service teams and provide you with a more streamlined and personalised experience.
This new AI solution acts like a super-assistant for Optus’ frontline staff. Built with Google Cloud’s advanced technology, Expert AI gives customer service representatives real-time intelligence and guidance during their conversations. This means they can quickly understand your needs, suggest the best solutions, and even automate tasks in the background, leading to quicker and more efficient problem-solving.
“Optus Expert AI is a great example of how we are leveraging AI to champion our customers and elevate each interaction they have with us,” said Jesse Arundell, Head of AI Solutions & Strategy at Optus. “By augmenting our people with AI, we’re amplifying them, providing real-time insight, guidance and actions for faster, smarter and truly streamlined customer care.”
What does this mean for you?
- Faster Solutions: Expert AI helps agents quickly get to the heart of your issue, reducing wait times and speeding up resolutions.
- Smarter Support: The tool provides agents with relevant information and suggestions in real-time, ensuring consistent and high-quality service.
- Personalised Care: By analysing your conversation, Expert AI helps agents tailor their approach to your specific needs.
This isn’t Optus’ first foray into AI. The company has been using AI for over five years, with its existing AI tools already resolving an impressive 2.2 million customer queries in the past year, often in under 120 seconds. Optus Expert AI builds on this success, bringing human and artificial intelligence together to deliver an even better customer experience.
So, the next time you connect with Optus, you can be confident that their teams are equipped with the latest technology to provide you with the best possible service.
