Paul Leaver

At just 70k, or one person’s salary, Optus has chosen to implement a Chatbot to fi eld customer queries and free up sta for higher value tasks. The role the back o ce will play in gathering the most appropriate data and insights for this function to be a success is signifi cant. In order to free up the back o ce, Optus has decided to move parts of the business o shore to leverage a more sophisticated CRM. Having established a robust shared service internally, they are now outsourcing their processes, while keeping the analytics o ce onshore; all in the spirit of automating the admin to free up time to crunch the metrics.

• The role of HRSS in driving business intelligence
• Using data to improve the HR function: (i.e. attributes of top and low performing staff vs who resigned in last 12 months)
• Measuring engagement levels and comparing to profitability and efficiency of store
• Leveraging the back office for insights and data
• Driving self service through a Chatbot
• Building a Chatbot with existing helpdesk data