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IntelliResponse's Success with Optus

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

IntelliResponse's Success with Optus

shared by intelliresponse on Jul 16
Optus is one of Australia's largest telcos who recently deployed the IntelliResponse Virtual Agent. The above infographic outlines Optus' success with Virtual Agents.


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