Optus Scopes GenAI Additions to ServiceNow
Optus is starting to deploy a telecommunications industry-specific module of ServiceNow using the Service Bridge component of telecommunications services (TSM) to create integration between its own ServiceNow instance and those of its major B2B customers. With Infosys as the implementation partner, Optus is hopeful to enhance the service efficiency of its business-to-business (B2B) customers better.
Optus’s director of Digital technology, Brendon Williamson shared the stage with Vikas Tatwani, Associate Vice President and Head – APJ (Cloud, Infrastructure and Security Services), Infosys to co-present on the topic “Navigate digital transformation with AI powered service experience” at ServiceNow World Forum, Sydney 2023.
Media publications itnews and CRN have published an article on the joint session where Brendon mentioned their plans on incorporating GenAI to enable agents on the frontlines to give an even more elevated experience to customers while helping agents to move up the value chain enabling them to focus on what's more important to the customer.
“We've seen a lot of value by driving these processes and these process transformation into the platform and working very closely with our partner Infosys as well on that journey. It really set us up for the future.” quoted Brendon.
