IntelliResponse, a provider of virtual agent technology solutions and winner of the 2012 “Best Technology Solutions (News - Alert) Provider” award for call center management, recently teamed up with BolderView to help Optus (News - Alert) launch “Ask Olivia.” Put simply, Ask Olivia is Optus’ new virtual agent-based online self-service solution that aims to improve customer service in Australia, a mission Optus undertook earlier this year.
Optus’ new solution is powered by the IntelliResponse Virtual Agent platform and allows users to find answers simply by typing in a question using every day language. Despite the wide margin for error in such a scenario, Ask Olivia is able to provide the correct answer in 90 percent of cases. This eliminates the need for browsing through a series of convoluted menus.
“We’re pleased that Optus, Australia’s second largest telco, has selected the IntelliResponse Virtual Agent solution,” said David Lloyd, president and CEO of IntelliResponse, in a statement. “Empowering customers with the ability to get instant, accurate answers to their online questions any time of the day is no longer a ‘nice to have’ offering. Robust online self-service tools like Ask Olivia help drive positive customer experiences and can be a powerful service differentiator in the increasingly competitive telecommunications landscape.”
Olivia has already begun handling enquiries on the “Contact Us” page of Optus’ website and her presence will soon expand to cover the entirety of the site. There are even plans to bring this functionality to mobile users so that customers can access the convenience Olivia has to offer even while on the go.
“We know our customers are beginning their search for answers online, so we wanted to ensure that they have the best possible customer experience with a self-service tool that is both effective and engaging,” said Chris Smith, head of Online at Optus. “With Ask Olivia, customers can get answers to their questions any time of the day with convenient options to escalate if they need it.”
Edited by Cassandra Tucker