Optus launches agentic AI to assist frontline staff

Optus has launched Optus Expert AI, an agentic AI solution designed to assist existing frontline staff with real-time intelligence.

Built using Agent Assist from Google Cloud’s Customer Engagement Suite, Optus Expert AI leverages advanced generative and agentic AI capabilities to analyse live customer conversations across channels in real time, providing contextual guidance, summarising insights, suggesting optimal next actions and responses, and executing tasks across multiple backend systems to resolve customer needs.

Optus Expert AI is purpose-built to support complex sales and service interactions, combining natural language understanding with real-time orchestration.

Optus' head of AI solutions and strategy Jesse Arundell said partnering with Google Cloud enables Optus to deliver AI solutions that are not only intelligent and effective, but also safe, secure and responsibly designed to support customer needs 24/7.

“Optus has been leveraging AI for over five years, investing in next-generation technologies that make a real difference to our customers and employees," said Arundell.

"The results reaffirm the value of equipping our people with AI tools that enhance confidence, clarity, and connection in every interaction. By augmenting our people with AI, we’re amplifying them, providing real-time insight, guidance and actions for faster, smarter and truly streamlined customer care.”

Google Cloud Australia and New Zealand VP, Paul Migliorini, said AI is helping drive a new era of customer service, transforming interactions between businesses and customers.

"With Google Cloud’s AI, Optus can not only drive customers to solutions more quickly but also equip their frontline teams with the insights and tools they need to deliver a consistently superior and responsible service experience," he said.

Earlier this year, Optus touted the implementation of what it claims is the first "unified data platform" in the Asia-Pacific region, partnering with Microsoft, Tech Mahindra and Databricks in an effort to accelerate its data and artificial intelligence transformation.