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(Last Updated On: January 20, 2021)

Optus has ended up in a three-year collaboration with Google Cloud in order to increase its call centres along with the Contact Center AI (CCAI) solution.

The solution adds to Optus’ current digital self-service tools, which already operates 84% of the telco’s customer service enquires, by offering unique experiences and developing intricate customers solutions.

CCAI will also provide customers with access in order to offer support via Google Cloud’s advanced natural language recognition technology, while also offering quicker processing and real-time access to customer insights.

Vaughan Paul, the Optus vice president for digital customer 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.”

“Optus is leading the way in revolutionising customer service in the digital age,” Mark Innes, the Google Cloud ANZ vice president said.

“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.”


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