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.
Please login with linkedin to commentOptus
Torrens University Australia has launched ‘Career Crush’ via VCCP Sydney and Lash, to help match students with a career they’ll love. Career Crush is an online quiz that determines prospective students’ personal strengths, passions and aspirations to match them with the careers and courses they’re most compatible with. One of the toughest decisions young people […]
Pedestrian Group has partnered with Nine subsidiary Mi9 New Zealand to offer NZ brands the opportunity to partner with the likes of Business Insider Australia, Pedestrian.tv and Gizmodo Australia. Next month, Mi9 New Zealand will be representing Pedestrian Group in the NZ market, offering clients the opportunity to work with leading youth publications including Lifehacker […]
ViacomCBS Networks International (VCNI), a division of ViacomCBS, is launching a premium streaming service internationally, appealing to audiences of all ages. The new SVOD service will start its international roll-out early in 2021, offering exclusive premieres of all new SHOWTIME series, including Halo and American Rust. CBS All Access originals will also premiere exclusively on the new service, such […]
As part of a larger project to refine their brand with partner branding agency Re, Optus have engaged experimental creative studio FutureDeluxe to explore how the iconic ‘Yes’ brand mark behaves in a sophisticated 3D environment. FutureDeluxe have produced a series of 8x idents and a number of static key visuals which will be used […]