Optus has signed a three year partnership with Google Cloud to upgrade its customer service, including implementing the cloud vendor’s contact centre solution.

Optus is the first Australian telco to use the Google cloud product which uses artificial intelligence to speed up customer support.

The partnership confirms Optus will use Google’s Cloud services for its wider support system upgrade, first announced late last year.

Google Contact Centre AI solution replaces traditional phone menus with natural language recognition, aimed at bringing down wait times and better directing customers to the right agent, either virtual or human for complex inquiries.

The solution also provides support agents with a digital assistant that gathers contextual information and recommends personalised responses. Finally, Google Contact Centre AI also includes an Insights feature to analyse for call drivers and customer and agent sentiment.

Optus had previously been developing its own AI application to automatically transcribe and analyse customers’ calls but it seems it will now rely on the US cloud vendor.

The telco will initially use Contact Centre AI in its digital messaging services before rolling it out to voice services.

“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,” said Vaughan Paul, vice president, Digital Consumer, Optus. “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,” said Mark Innes, vice president, ANZ at Google Cloud. “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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