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Optus strikes three year Google Cloud contact centre AI deal Optus strikes three year Google Cloud contact centre AI deal First telco in A/NZ to use CCAI for customer support services Credit: Photo 43950693 © Tktktk - Dreamstime.com Optus has become the first telco in A/NZ to use Google Cloud’s Contact Center AI (CCAI) solution. As part of a three-year strategic partnership, Optus will use CCAI to help streamline its customer support, removing barriers such as complicated phone menus and complex routing.  Optus’ digital self-service tools handle 84 per cent of all customer service enquiries, and this strategic initiative also sees Optus working closely with Google Cloud AI experts to provide customers with personalised experiences and build advanced customised solutions.

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