Australia Post experiments with GPT

Australia Post is currently testing a GPT-enabled virtual assistant to improve customer support. The executive general manager of parcel, post, and ecommerce services, Gary Starr, believes that generative AI has the potential to transform the field of customer service. 

He told the Online Retailer Conference in Sydney that generative AI appeared transformative, and so “sitting [it] out is not an option”

The virtual assistant is being tested in the contact centre and aims to handle a wide range of customer queries, allowing human agents to focus on more complex requests. 

The goal is to merge the best aspects of human interaction with the efficiency of digital technology by utilising data and analytics for ongoing customer conversations. 

- CyberBeat