Optus leverages Google Assistant as a customer service channel

google assistant
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Optus has launched Optus Assistant for Google Assistant, 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.

The first release of Optus Assistant, will provide personalized 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?”

Optus says this will enable customers to simplify how they manage their accounts. 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.

“The rapid uptake in voice assistant experiences such as Google Home has demonstrated there is a desire from consumers to simplify everyday tasks, said Optus vice president of service Mark Baylis. “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.”

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