Optus has launched Expert AI, a generative AI solution designed not to replace its customer service staff but to enhance their performance in real time.
Embedded directly into the systems used by frontline teams, the tool provides live conversation analysis, suggested responses, and intelligent task execution to streamline complex customer interactions.
"This is really all about empowering our people to better serve our customers," said Jesse Arundell, Head of AI at Optus, speaking exclusively to TechDay, during the Google Cloud Summit in Sydney.
"They play a hyper-critical role, and often have a lot of interactions to manage alongside complicated product and process information."
Developed in partnership with Google Cloud and built using Agent Assist, Expert AI merges advanced natural language understanding with real-time orchestration.
It listens, interprets, and offers contextual guidance on the spot - while still leaving the final word to human agents.
"It's right there with them all the time," Arundell said. "Helping them, giving them signals, guidance and then also suggested responses."
The suggestions come in Optus' tone of voice, and staff can edit or adopt them as needed. "It's about giving them confidence and clarity in every interaction," he added.
A major leap for Optus
Expert AI marks a pivotal moment in Optus' broader AI roadmap, which focuses on four pillars: improving customer experience, empowering staff, modernising technology, and updating the network.
"Expert AI has been a big pillar in the empowering our people component of our strategy," said Arundell.
"We believe this will lead to a real leap forward in how we serve customers."
While the public-facing virtual agents have already resolved 2.2 million queries in the last year, Arundell emphasised that Expert AI is a behind-the-scenes tool. It's not about flashy automation - it's about enabling better service from real people.
Feedback from trial users has been strong. "It helps them better understand what customers want and simplifies how they get to the information they need," he said.
To measure success, the company is focusing on Net Promoter Score (NPS), first-time resolution, and long-term customer retention.
"Are we helping customers the first time? Are they having a better experience? Are we maintaining those relationships?" he said. "Those are the key things we're watching."
What does the future hold?
For now, Expert AI is rolling out across Optus' expert community, with a near-term focus on staff supporting small business customers.
According to Arundell, expansion into other channels may follow based on results.
Arundell noted that Expert AI will continue to evolve based on frontline feedback, which is collected through a network of internal champions and advocates. "They've helped us build it, and they're helping us improve it," he said.
And when it comes to the future of AI within Optus, Arundell admitted he is optimistic.
"This is a big moment for us," he said. "Hopefully it's the first of many that we'll be able to come and talk to as we continue to release more products, more platforms, and get to show how we're using it to transform the company."
