Optus Launches ‘Expert AI’ to Transform Customer Service Experience
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Optus Introduces Innovative ‘Expert AI’ to Enhance Customer Support
Quick Overview
- Optus introduces Expert AI to boost customer service efficiency.
- Built on Google Cloud, it serves as a co-pilot for representatives.
- Delivers real-time advice and automates backend processes.
- Part of Optus’s continuous commitment to AI-driven solutions.
Optus Expert AI: A Trailblazer in Customer Assistance
Optus has launched its latest development, ‘Expert AI’, aimed at assisting its frontline personnel by providing quicker and more effective customer service. This AI-driven assistant, created on the powerful Google Cloud platform, delivers real-time insights to address customer concerns efficiently.
How Optus Expert AI Operates
Real-Time Evaluation
Expert AI evaluates live customer interactions, including calls and chats, to promptly grasp the essence of the customer’s problem, facilitating rapid resolutions.
Contextual Assistance
Drawing from ongoing dialogues, the AI supplies Optus staff with on-screen prompts and recommendations, ensuring compliance with best practices.
Automated Processes
The system can carry out tasks such as accessing account information or processing requests independently, lessening manual duties and customer wait periods.
The Vision Inspiring the Technology
This project is part of Optus’s overarching plan to improve customer engagement by combining human talent with artificial intelligence. As stated by Jesse Arundell, Head of AI Solutions & Strategy at Optus, the firm has invested in AI technologies for more than five years to greatly enhance customer and employee experiences.
The Effect of Current AI Solutions
Optus’s Conversational AI Virtual Agents have already successfully managed over 2.2 million customer inquiries in the last year, achieving an average resolution time of below 120 seconds. This achievement underscores AI’s potential to transform customer service.
Expert AI’s Introduction and Availability
Optus Expert AI is presently accessible as an internal resource for Optus’s frontline personnel. Customers will experience improved service quality without incurring extra costs.
For further details, visit Optus Official Site.
Conclusion
Optus’s launch of Expert AI represents a notable advancement in utilizing artificial intelligence to enhance customer support. By integrating real-time insights and automation, Optus seeks to deliver a faster, more effective, and seamless customer experience. This venture aligns with Optus’s dedication to innovation and customer satisfaction.
Common Questions
Q: What is Optus Expert AI?
A: Optus Expert AI is an AI-driven assistant created to assist Optus’s frontline personnel by offering real-time insights and automating tasks to enhance customer service efficiency.
Q: In what ways does Optus Expert AI enhance customer service?
A: The AI examines live interactions to provide agents with real-time advice, suggests suitable responses, and automates backend functions, decreasing wait times and improving service quality.
Q: Will customers incur additional charges for using Optus Expert AI?
A: No, Optus Expert AI is an internal instrument for Optus staff, and customers reap the benefits of enhanced service without incurring extra costs.
Q: How does this initiative align with Optus’s broader goals?
A: This initiative is aligned with Optus’s strategy to harness AI for enhancing customer experiences, building on earlier investments in AI solutions to better service quality and efficiency.
