Our use of AI at Optus

Our Approach to AI

The following information outlines our approach to AI, the principles guiding our use of these technologies, and our ongoing commitment to innovation and industry best practice.

As a telecommunications provider, we recognise that AI technologies offer valuable opportunities to improve how we serve our customers, support our workforce, maintain our network, and operate our business. The following information outlines our approach to AI, the principles guiding our use of these technologies, and our ongoing commitment to transparency, responsible implementation, and innovation to better serve our customers.

In this context, AI at Optus refers to technology that uses data to perform tasks or make suggestions without a person doing every step. Some AI systems learn from data (this is often called Machine Learning (ML)) to improve over time. 

At Optus, AI is deployed in several ways to support our operations and deliver customer value. This includes dedicated AI systems designed to perform specific tasks, ML models that we build and maintain to solve complex business challenges, and AI features embedded within third-party or commercial software platforms we use to operate our network and business. These AI and ML systems may be either ‘static’ or ‘dynamic’. Static means the models may operate according to defined parameters or rules. Dynamic means the models may continually adapt and learn as new data becomes available.

Our use of AI, whether developed in-house or integrated through external solutions, is governed throughout its entire lifecycle to ensure that AI and ML systems adhere to our Responsible AI Principles from design through to decommissioning.

How we use AI and ML

At Optus we use AI and ML to enhance our services, improve operational processes, and deliver better experiences for our customers and stakeholders. Examples of where we are using AI technologies include:

• Providing faster and more responsive customer support through virtual assistants and knowledge management tools.
• Making recommendations for products, services, and solutions.
• Monitoring and improving the reliability of our telecommunications network by detecting and addressing issues.
• Identifying and preventing fraudulent activity and scams to protect our customers.
• Supporting our staff with insights and information to respond to customer needs effectively.
• Optimising internal processes, driving innovation, and developing new services that benefit our community.

By leveraging these technologies with governance and oversight, we aim to deliver secure, reliable, and innovative telecommunications services whilst maintaining the trust of our customers.

Our Commitment to Responsible AI

Optus is dedicated to using AI responsibly and safely. We align our practices with various ethical frameworks and standards, including the Australian Government’s Voluntary AI Safety Standards and AI Ethics Principles, relevant industry guidelines, applicable laws, and regulations. Our approach is grounded in transparency, accountability, and respect for human rights, privacy, and the environment.

Our Responsible AI Principles

The following Responsible AI Principles provide the foundation for how we strive to design, develop, and deploy AI systems responsibly:

• Governance and Accountability: Maintain clear oversight and accountability for AI decisions at every level of the organisation, supported by robust governance structures and collaboration across the entire AI lifecycle.
• Risk Management: Through robust governance processes, assess and monitor all AI use cases to mitigate potential risks associated with AI across its lifecycle, with regular reviews to address emerging issues.
• Regulatory and Policy Alignment: Comply with all applicable laws, regulations, and industry standards, adapting practices as requirements evolve.
• Fairness and Inclusion: Design AI systems to avoid unwanted bias and discrimination, ensuring equitable outcomes for all users and communities.
• Privacy and Security: Implement strong safeguards to protect data and prevent misuse or unauthorised access.  Privacy and the security of personal information is paramount.
• Transparency and Explainability: Strive to explain in plain language how our AI systems operate and make decisions.
• Environmental and Social Responsibility: Demonstrate respect for human rights and individual autonomy, and commit to enabling positive long-term impacts on people, society, and the environment.