Using AI in a constructive way – Optus helps its own people

AI sometimes gets a bum rap. It is either being accused of taking your job or it is frustrating when organisations implement it in their customer service process as a gatekeeper to the real people.

When you have a problem and want assistance it is common to just scream “SPEAK TO A HUMAN”

But what a refreshing situation when AI is used to assist customer service agents do their job better?

Instead of replacing all chat agents with AI, let them have access to AI tools to assist with customer enquiries that are more complex or just need that human touch.

That’s exactly what Optus have introduced with ”Ëxpert AI” which they describe as a ”new tool … designed to support Optus’ frontline teams by providing real-time intelligence, contextual guidance, and automated task execution across backend systems”

The system is designed to augment the employee rather than replace them.

Optus Expert AI does this by

• Analysing live customer conversations (in real time)
• Provides contextual guidance to move towards a solution
• Suggests solutions
• Summarises insights
• Analyses the responses
• Puts a plan together for each customer

“Optus Expert AI is a great example of how we are leveraging AI to champion our customers and elevate each interaction they have with us,” said Jesse Arundell, Head of AI Solutions & Strategy at Optus.

Virtual assistants are here to stay, in fact Optus claim that in the last 12 months, 2.2 million customer queries have been actioned through virtual AI agents with an average resolution time of under 120 seconds. But it is good to know that if you, as an Optus customer have a problem out of the ordinary or complex then the agent you converse with has all the tools at hand to make that interaction more productive.