In the last 12 months, Optus’ AI Assistant Chatbot has surpassed two million conversations, with 1 in 6 Optus customers having their queries resolved immediately, providing a seamless experience without needing to speak to a person.
Optus Assistant greets every customer that comes through My Optus App Messaging and its Web Messaging service with on average 100,000 customer conversations a month taking place through the platform.
Optus’ VP of digital consumer – Vaughan Paul said: “The last few months have reiterated how critical it is for us to provide multiple digital channels for our customers to reach us, with the Optus Assistant proving especially valuable in delivering immediate answers to common queries.”
“Across these two million conversations we have noticed that our customers have a better experience in having their queries resolved with a combination of the Optus Assistant and our Optus Agents, rather than Agents alone.”
It is our objective to ensure we are meeting our customer needs head on and going above and beyond to deliver effective and personal service solutions.”
With over 4.8 million customers using the My Optus App, the chatbot has proven to be a vital tool in customers’ interactions with us, providing resolutions to some basic queries in as fast as 30 seconds.
Optus’ virtual agent uses Google Cloud’s natural language understanding platform, Dialogflow. The end-to-end, build-once deploy-everywhere development suite is powered by Google machine learning. Featuring built-in analytics and advanced sentiment analysis capabilities, it enables the Optus Assistant to better recognise and respond to user intents and improve the customer experience.
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