Optus has launched Optus Expert AI, a new agentic AI solution designed to empower and assist existing frontline staff with real-time intelligence, helping them to deliver a faster, better and more streamlined customer experience. Built using Agent Assist from Google Cloud’s Customer Engagement Suite, Optus Expert AI leverages advanced generative and agentic AI capabilities to analyse live customer conversations across channels in real time, provide contextual guidance, summarise insights, suggest optimal next actions and responses, and seamlessly execute tasks across multiple backend systems to resolve customer needs.
Optus Expert AI is purpose-built to support complex sales and service interactions, ensuring consistency, speed, and quality at every touchpoint. By combining natural language understanding with real-time orchestration, it marks a significant step toward Optus’ vision of improving its customer experience, where human and artificial intelligence work together to deliver effortless and streamlined customer care for each individual.
Optus’ current Conversational AI Virtual Agents have helped assist customers with faster and more accessible support. These agents can cut through the complexity by rapidly querying multiple backend systems and delivering a resolution in seconds, with 2.2 million customer queries actioned in the past 12 months by Conversational AI Virtual Agents, with an average resolution time of under 120 seconds.
Jesse Arundell, Head, AI Solutions & Strategy, Optus
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. Partnering with AI leaders like Google Cloud enables Optus to deliver AI solutions that are not only intelligent and effective, but also safe, secure and responsibly designed to support customer needs 24/7. Optus has been leveraging AI for over five years, investing in next-generation technologies that make a real difference to our customers and employees. The results reaffirm the value of equipping our people with AI tools that enhance confidence, clarity, and connection in every interaction. 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.
Paul Migliorini, Vice President, Google Cloud Australia & New Zealand
AI is helping drive a new era of customer service, transforming interactions between businesses and customers. With Google Cloud’s AI, Optus can not only drive customers to solutions more quickly but also equip their frontline teams with the insights and tools they need to deliver a consistently superior and responsible service experience.