Optus goes with Google Cloud for agentic AI

Optus has created an agentic AI tool designed to assist its existing frontline staff with real-time intelligence to deliver a streamlined customer experience. 

The Optus Expert AI was built using Agent Assist from Google Cloud’s customer engagement suite and leverages generative and agentic AI capabilities to analyse live customer conversations across channels in real time. 

It also provides contextual guidance, summarises insights, suggests optimal next actions and responses, and executes tasks across multiple backend systems to resolve customer needs. 

Optus Expert AI is purpose-built to support complex sales and service interactions, ensuring consistency, speed, and quality at every touchpoint.  

By combining natural language understanding with real-time orchestration, it marks a significant step toward Optus’ vision of improving its customer experience, where human and AI work together to deliver effortless and streamlined customer care for each individual. 

This is an example of how Optus was leveraging AI to champion “customers and elevate each interaction they have with us,” said Optus head of AI solutions and strategy Jesse Arundell.  

“Partnering with AI leaders like 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,” he said. 

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

“The results reaffirm the value of equipping our people with AI tools that enhance confidence, clarity, and connection in every interaction,” he explained. “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 A/NZ Paul Migliorini said AI was helping to “drive a new era of customer service, transforming interactions between businesses and customers”.