Optus partners with Google Cloud for AI-powered tech

Google Cloud has entered a three-year strategic partnership with Optus to deliver hyperpersonalised customer support through natural language recognition, faster processing and real-time access to customer insights. Optus is purportedly the first telecommunications provider in the ANZ region to use the Contact Centre AI (CCAI) solution from Google Cloud, and the partnership has already reduced customer resolution times.

This strategic initiative will see Optus working closely with Google Cloud AI experts to provide customers with personalised experiences and build advanced customised solutions. By using CCAI to support customers in reaching support teams 24/7 via messaging and eventually voice services, Optus will streamline customer access to support, removing barriers such as complicated phone menus and complex routing.

This will be enabled by Google Cloud’s natural language recognition technology, alongside faster processing and real-time access to customer insights, to enable shorter call times, faster resolutions, and a more natural and streamlined experience for customers.

Vaughan Paul, Vice President, Digital Consumer, Optus, said Google Cloud’s technologies will allow the telco to blend digital and human experiences to the benefit of its customers.

“It’s all about being more proactive, leveraging data insights and truly understanding our customers to deliver world-class service,” said Paul.

With the digitisation of interactions through CCAI, Optus is able to analyse and improve its customer service model. For live agent experiences, Google Cloud CCAI Agent Assist powers a real-time digital assistant that gathers relevant articles within the knowledge base and recommends personalised responses, enabling Optus to get to the root of customer queries faster with the right answer.

“Optus is leading the way in revolutionising customer service in the digital age. By supporting Optus with its industry-first use of our AI and machine learning technology, we can create a hyperpersonalised and seamless experience that drives better customer engagement and differentiates Optus in the market,” said Mark Innes, Vice President, ANZ at Google Cloud.

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