Optus announced a new attendant ai for their front staff, promising to make your next support called and more efficient. The new system, called optus expert, it is intended to give the human time agents to solve customer issues.
Developed in the Google Cloud’s platform, the tool essentially as an essentially as a co-pilot for the customer service agent. Analyzes the conversations live to understand the problem of real-time customer.
This allows you to provide agent with instant driving, suggested the best answers, and also automator automotes in different backends. The goal is to achieve a resolution without length of long or transfers we have all experienced.
The new platform is built to handle complex sale questions and questions. Here are some of the key features.
Key characteristics
Analysis of time in time the ai and understand customer conversations alive through calls and chat to get to the heart of the problem.
The conversation counter-in-the-squares, press squares and suggestions to the opposing member of the oppuses, ensuring following the best process.
The automated optus optus actions can perform the jobs on the name of the agent, as the account of the account data or processing a request, reduce manual work and waiting
The larger picture
Optus says this move is part of their vision for a better customer experience, where the ai and man work together. This is the first time of telco using artificial intelligence to improve their service.
“The optus Expert AI is a big example of how we start to get you pissing our customers and lift any interaque they have to us.
The partnership with the leadership as Google to bring solutions ai just not only intellue, but also, to the customer needs 24/7. Optus has been pushing you for more than five years, investing in generation technology that make a true difference to our customers and employees.
Results reaffirm the value of equip our people with the instruments ai that improve confidence, and the crying. To increase our people with ai, amplify, provide the real course, driving and actions for the fastest, smarter and really simplified. ‘
– Jesse Aroundell, head of a strategy alone solutions.
Telco’s agent’s agents the Virtual air have already up to date 2.2 million customer questions in the last 12 months. Average resolution time for these questions were under 120 seconds.
CLOUD Google, that provides the technology underlying, see this as the future of customer service.
“You help drive a new customer service, processing the interactions and customers. Customers of Google quickness to the experience of the service consisting and responsible.”
Paul BRUNs, VICE CHAIL, Google Cloud Australia & New Zealand.
Price and availability
Optus expert AI is an internal tool for optus frontline squads and has been launched today. There is no direct cost to customers, looking for just see the benefits in the best service.