Optus has launched Expert AI, a tool designed to support the company's frontline staff in delivering customer service.
Expert AI has been developed on Google Cloud's Customer Engagement Suite, specifically utilising the Agent Assist solution.
The tool combines real-time analytics with contextual guidance and automated backend task execution, aiming to increase the speed, consistency and quality of service provided to customers.
According to Optus, Expert AI assists human agents by analysing live customer conversations across multiple channels, summarising insights, and suggesting optimal next steps.
The tool is built to handle both complex sales and service interactions, providing tailored support and recommended actions in real time.
Optus stated that the deployment of this technology marks a significant evolution in the company's approach to customer care, integrating artificial intelligence to work alongside staff for a more personalised experience.
AI-driven support
The company highlighted that Expert AI builds on its previous use of artificial intelligence in customer interactions. Optus reported that its existing Conversational AI Virtual Agents resolved 2.2 million customer queries in the past 12 months, with an average resolution time of less than two minutes.
Jesse Arundell, Head of AI Solutions & Strategy at Optus, outlined the intended impact of the new tool.
"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 Arundell. "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.
Arundell also commented on the company's history of AI investment, stating:
"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."
Collaboration with Google Cloud
Expert AI's functions rely on the underlying technology provided by Google Cloud. Paul Migliorini, Vice President of Google Cloud Australia & New Zealand, commented on the benefits brought by the collaboration.
"AI is helping drive a new era of customer service, transforming interactions between businesses and customers," said Migliorini.
"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."
Optus indicated that by leveraging both generative and agentic AI, the company seeks to improve the flow of information to staff while streamlining backend processes.
The integration with Google Cloud allows for rapid querying and cross-platform data retrieval, which the company expects will reduce customer waiting times and simplify issue resolution.
Customer experience focus
Optus identified the tool's real-time orchestration and natural language understanding as key to supporting both standard and complex customer interactions.
By enhancing its human staff with AI-driven recommendations, the company aims to address enquiries more efficiently and consistently across all service channels.
Existing virtual agents at Optus, which have resolved millions of queries, will continue to operate alongside the new Expert AI tool.
According to Optus, this layered approach combines self-service and live support to meet varying customer needs throughout the service journey.
As the company expands its use of artificial intelligence, Optus indicated that the focus remains on delivering responsible, secure and effective customer service, as well as on supporting staff through technological augmentation.
