Optus has agreed a partnership with Google Cloud to enhance its call centres with the Contact Centre AI (CCAI) solution.
The three-year strategic solution will boost Optus’ existing digital self-service tools. These tools handle a high percentage of the telco’s customer service enquiries by providing personalised experiences and building advanced customised solutions.
CCAI will also work to streamline customer access to support through Google Cloud’s enhanced natural language recognition tech feature. It will also provide faster processing and real-time access to customer insights.
Optus vice president for digital customer Vaughan Paul said: “Our customers expect more from their experiences in this digital-first era. Google Cloud’s technologies allow us to blend digital and human experiences, which has been transformative for our customers.
“It’s all about being more proactive, leveraging data insights and truly understanding our customers to deliver world class service.”
Google Cloud ANZ vice president Mark Innes added: “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 hyper-personalised and seamless experience that drives better customer engagement and differentiates Optus in the market.”
