What's Happening?
Optus is set to deploy a generative AI-powered virtual agent, co-developed with Google Cloud, to enhance customer service operations. Named Expert AI, the agent utilizes Google Cloud's Customer Engagement Suite and large-language model Gemini to assist human agents by interpreting customer conversations, retrieving relevant information, and suggesting responses. The rollout will occur progressively throughout 2025, with Optus measuring performance through metrics like net provider score and issue resolution. The initiative is part of a broader strategy to improve customer experience and modernize IT and network operations.
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Why It's Important?
The integration of generative AI into frontline operations represents a significant technological advancement for Optus, potentially improving efficiency and customer satisfaction. By leveraging AI, Optus aims to streamline interactions and enhance service delivery, which could set a precedent for other telecommunications companies. The collaboration with Google Cloud highlights the growing importance of AI in business operations, offering insights into future applications across various industries.
What's Next?
Optus plans to continue exploring AI-driven opportunities across its operations, including IT and network modernization. The successful deployment of Expert AI could lead to broader adoption of AI solutions within the company and influence industry standards. Google Cloud's planned white-label release of the solution may also expand its use beyond Optus.
