A little over a year ago, Optus turned to Google for help with boosting its experience and serving up something customers would be “blown away” by. According to Optus VP of digital Chris Smith, investing in the search engine giant’s cloud platform has allowed the company, among a handful of other things, to deploy a virtual agent — one that is learning to deliver personalised conversations to customers. Special Feature Special Report: Managing the Multicloud (free PDF) This ebook, based on the latest ZDNet / TechRepublic special feature, examines how to play multiple cloud providers off each other and what vendors and tools can help you manage multiple clouds. Read More “At Optus we deal with millions and millions of customers a day. For many years we often thought of our customers as very traditional; they value the brands, they value price, and they weren’t so fussed about service,” he said, speaking at Google Cloud Summit in Sydney on Wednesday. “However, our customers have changed, they’ve changed dramatically in fact that they actually rely now a lot on their peer network. They value, often, experience over price. And they want instant resolution.” See also: Google Cloud Platform: A cheat sheet (TechRepublic) As a result, Smith said the telco had to “pivot” and ask itself what needed to change to address new customer needs. Optus narrowed it to four principles — dubbing them as its “North Star”. “Firstly, it has to work … whatever we give our customers, so we want to be… [Read full story]
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