BoQ Group agent assist pilot ready to scale out to 300 staff

The Bank of Queensland is ready to scale out its AI efforts following a trial of agent assist capabilities throughout its customer experience teams.

BoQ initially underwent a BETA Trial of Genesys Agent Assist with a compact group of bankers, testing agent assist and auto summarization.

Stuart Moran, transformation and optimisation lead for the contact centre at BoQ Group said at a recent Genesys Xperience Sydney audience “We're about scaling now.’

During the talk, Moran said the initial pilot of the test case not only trialled a beta Genesys Agent Assist but also segmented its online documents into smaller products and enabled digital bots for one public-facing website chats.

“We've taken the learnings from those 20 bankers and taken the opportunities to test, iterate and gather great feedback.

Moran said the early performance, “particularly around auto summarization and real-time knowledge articles” saw improvement in average handle times of up to 30 seconds from the 20 bankers alone.

“We've seen the real-time knowledge articles populate and provide them the tools that they need.

“We're pretty bullish about what the opportunity presents itself to scale this up.

“We're right now working with Telstra to scale it up to around 300 of our bankers and also with developing the virtual banker experience through our public facing website chat and our digital interactions with customers.”

Moran added that the BoQ team would “build more bots, iterate, take what we've learned on a small scale, and then try to expand and grow that at scale.”

“That's absolutely the next step.”