IntelliResponse, a virtual assistant technology provider, and BolderView, an Australia/New Zealand customer service experience provider, have launched of Ask Olivia, Optus' new virtual agent-based online self-service solution.
Powered by the IntelliResponse Virtual Agent platform, Ask Olivia invites visitors to type in their question using every day natural language and strives to provide the correct answer 90 percent of the time. With the addition of the virtual agent solution, customers no longer need to navigate Ask Olivia and she delivers the precise answer to their question.
"We're pleased that Optus, Australia's second largest telco, has selected the IntelliResponse Virtual Agent solution," said David Lloyd, president and CEO, 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 will start out handling inquiries on the "Contact Us" page and will soon expand her presence to additional areas of the Optus Web site. Optus also has plans for a mobile version so that customers have full access to self-service options from their smartphone or tablet.
"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, Optus, in a statement. “With Ask Olivia, customers can get answers to their questions any time of the day with convenient options to escalate if they need it."