SOURCE: IntelliResponse


November 11, 2013 08:30 ET

Optus Says "Yes" to IntelliResponse Virtual Agent

"Ask Olivia" Virtual Agent to Enhance Online Self-Service for Optus' Telecommunications Customers

TORONTO, ON and SYDNEY, AUSTRALIA--(Marketwired - Nov 11, 2013) - IntelliResponse, the leading provider of virtual agent technology solutions for the enterprise, and BolderView, the premier provider of innovative solutions to improve the customer service experience within the Australia/New Zealand market are pleased to announce the successful launch 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% of the time. With the addition of the virtual agent solution, customers no longer need to navigate multiple pages and links or search for what they need. They simply "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 & CEO at IntelliResponse. "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 enquiries on the Contact Us page ( and will soon expand her presence to additional areas of the Optus website. Optus also has plans for a mobile version so that customers have full access to self-service options from their smartphone or tablet.

Chris Smith, Head of Online, Optus, said, "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. With Ask Olivia, customers can get answers to their questions any time of the day with convenient options to escalate if they need it."

"Customer-centric organizations like Optus are clearly helping to raise the bar in terms of online customer service delivery," said Dave Brown, Founder and Managing Director of BolderView. "We're extremely proud to have been selected by Optus. Their decision to implement the IntelliResponse Virtual Agent solution helps lay a solid foundation for Optus to continue delivering an outstanding customer service experience."

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About IntelliResponse Systems
IntelliResponse is the leading provider of virtual agent technology solutions for the enterprise. We create profitable online conversations for our private and public sector customers around the world.

Our patented virtual agent solutions transform corporate websites, mobile applications, social media channels and agent desktops into world class self-service platforms. Using IntelliResponse, consumers can ask questions using natural language and get instant, accurate answers as well as targeted offers that lead them down the purchase path and improve conversion. What's more, key voice of the customer insights are captured in natural language, allowing companies to build highly detailed customer profiles over time.

IntelliResponse is the gold standard in first line customer experience, offer management and customer intelligence. Some of the world's most recognized corporate brands and public institutions trust their customer experience management needs to IntelliResponse -- including CIBC Bank, ING Direct, Charter Communications, Progress Energy, Copa Airlines, Kobo Books, Penn State University, Yale University and Harvard University Extension School.

For more information about IntelliResponse, visit

About BolderView Systems Pty Ltd

BolderView is an Australian company founded in 2012 with offices in Melbourne and Sydney. The company's mission is to provide innovative and comprehensive self-service solutions to forward-thinking businesses, education institutions and government entities. Utilizing virtual agent technology, BolderView's value proposition is to enhance the customer experience and enable a variety of self-service channels -- including web-based and mobile applications -- while lowering the overall cost of service by deflecting calls, emails and live chats.

BolderView provides a complete (turn-key) solution utilizing the most advanced technology from the world's leading providers. For more information, please visit

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