Optus deploys Voice Assistant so customers can receive support quicker and easier

When calling your telco for support it usually involves a frustrating navigation of several menus to hopefully speak to the right person, but Optus is introducing a new Voice Assistant that will make it quicker and easier.

With Optus Voice Assistant the customer simply has to say what they’re calling about and AI technology will do the rest and connect them to the right expert.

No more choosing numbers to advance to the next menu and hoping you end up talking to the right department.

Optus says there has been a significant reduction in customers abandoning their calls since the AI Voice Assistant was implemented in February.

“By enabling customers to speak instead of selecting from pre-configured menus, we’re taking a customer-centric approach rather than asking customers to fit to a one-size process,” said Clifford Foster, Vice President, Customer Experience for Google Cloud Australia & New Zealand.
“Optus Voice Assistant allows us to gain a greater understanding of the specific reason for the customers’ call and make more suitable routing decisions.

“Our experts also have more information about the customer’s needs when they connect, and we can draw insights from the trends in what our customers are telling us.

“We continue to challenge ourselves to improve as we work to achieve our strategic vision of being a truly loved everyday brand. While I am pleased with this feature, I am excited about what’s to come.

The Optus’ Voice Assistant incorporates Google Cloud’s conversational AI platform, Dialogflow which can recognise and respond customers’ requests and improve the whole experience.

“The difference between good and great customer experience can come down to a matter of seconds,” said Clifford Foster, Vice President, Customer Experience for Google Cloud Australia & New Zealand. 

“By leveraging Google Cloud’s conversational AI, Dialogflow, Optus is able to facilitate high-quality conversations at scale, saving its customers valuable time and delivering a more intuitive customer experience.”