OPTUS MAKES CUSTOMER SERVICE SIMPLER WITH GOOGLE ASSISTANT

Customers can now find out more about their account simply by asking a question.

Paving the way for telco innovation in customer service, Optus has announced it will offer Optus Assistant for Google Assistant from today. Optus Assistant is a voice activated AI assistant that will enable Optus customers to ask Google Home and selected smartphones, questions about their personal mobile plan without needing a handheld device.

Optus recognises customers are increasingly looking for effortless, digital service experiences with many customers already using the My Optus App. Optus Assistant is a voice extension of the My Optus App, and is just one of the ways that Optus is finding new ways to help its customers.

Vice President of Service, Mark Baylis, said, “Optus is the first telco in Australia to offer a Google Assistant experience for customer service, which is all part of our digital transformation journey to provide more innovative and dynamic services to our customers and make it easier for them to access customer service support.

“The rapid uptake in voice assistant experiences such as Google Home has demonstrated there is a desire from consumers to simplify everyday tasks, and with Optus Assistant for Google Assistant we’ve made it simple to manage your life admin like quickly checking your data usage or phone bill balance.”

The Optus Assistant for Google Assistant is one of only a few to use an authentication process, meaning that Optus customers can have conversations specific to their account. Optus plans to continue testing and learning with its customers, and growing the functionality of Optus Assistant.

The first release of Optus Assistant, will provide personalised responses to questions around billing, travel and usage from ‘How much do I owe?’ to ‘How much data do I have left this month?’, and ‘What are the roaming rates in Italy?” The game-changing move means that customers can simplify how they manage their account with Optus. Once linked to their account, customers can ask questions on impulse without the need for a handheld device. To talk to Optus Assistant using Google Home, customers simply say “Ok Google, talk to Optus” and then ask a question.

Optus customers will automatically have access to Optus Assistant using Google Assistant when they purchase a Google Home, or on selected devices. The service supports most customers on Optus Postpaid plans. Google Home devices are available to purchase from Optus both online and instore.

Further information is available at www.optus.com.au.

Media contact:
Alyssa Sharpe
Optus Corporate Affairs
02 8082 7850
media@optus.com.au