Optus, one of Australia's largest telcos, recently deployed the IntelliResponse Virtual Agent. The case study outlines the success Optus had in allowing the customers to self-serve online.

1. ONE OF AUSTRALIA’S LARGEST TELCOS USES VIRTUAL AGENTS TO ENHANCE THE CUSTOMER EXPERIENCEONE OF AUSTRALIA’S LARGEST TELCOS USES VIRTUAL AGENTS TO ENHANCE THE CUSTOMER EXPERIENCE
Optus’ Digital Concierge
“Ask Optus is the drive-through of the online world - convenient,
open all the time and able to helpwith simple requests.”
“We're seeing more and more customers jump online with traffic to
both our website and mobile site increasing”
28%since 2009.
INCREASE
Use of Virtual Agentshas seen a
Providing personalised answers and have browser
pushing capability
Available to help customers from their smart phones
and tablets
Today, customers begin their search for answers online first.
But, how do you ensure they have the best possible
customer experience?
“Optus customers want instant and accurate answers to their
Chris Smith, Head of Online, Optus.
Chris Smith, Head of Online, Optus.
THE CHALLENGE
USE OF VIRTUAL AGENTS IS ON THE RISE
THE SOLUTION
WHAT’S NEXT
1
Navigate The Future Of Customer Service, Forrester, February 2013.
THE RESULT
94%of customer questions
return an answer with a 93% accuracy rate.
WHAT ABOUT
THE OTHERS?
Customer Experience Improves
Virtual agent is easy to use.
Customers receive rapid, accurate,
and consistent answers.
Live call centre agents are available
via web chat if required.
Optus answers customer questions
on the website and Facebook page.
After Ask Optus
Before Ask Optus
PHONE &
EMAIL
ONLINE
16%
attempted to
self-serve
84 %
of customers requested
agent support
1
Ask Optus is on the move and will soon be
ASK OPTUS
For more information, visit www.intelliresponse.com
ASK US
Ask Optus Virtual Agent has answered
in less than a year
since it launched.
3.6 MILLION
OVER
QUESTIONS
questions, and they want to do it on their own terms.”
Use
Live Chat
Call Optus
Customer Care
ONLINE
CHAT
PHONE
& EMAIL
24%
of customers requested
agent support
65% 11%attempted to
self-serve
escalated to
web chat