REST launches super industry-first to service member enquiries 24/7
Damian Hill
REST Industry Super has become Australia’s first superannuation fund to service its 1.9 million members’ enquiries online 24/7 with the launch of ‘Roger’ – REST’s online virtual customer service specialist.
‘Roger’ instantly responds to REST member’s super-related queries online, 24/7 and from any internet-enabled device.
REST Industry Super CEO Damian Hill said the new virtual customer service specialist uses advanced artificial intelligence to continually learn and add to its knowledge base to offer a more bespoke member experience.
Mr. Hill said, “We’ve looked at what our members are contacting us about and what they’re searching on our website to build ‘Roger’s’ knowledge base. As the newest member of REST’s customer service team, ‘Roger’ will continue to learn and develop, working alongside our existing channels to enhance our overall service experience”.
‘Roger’ is complemented by REST’s newly launched Live Chat, offering members online support from a REST customer service specialist through the live messaging function on its website.
“We’ve seen incredible success from its soft launch in December with ’Roger’ reporting about 1500 interactions a day while Live Chat, which offers extended hours beyond our call centre, is averaging more than 150 interactions a day from members within Australia and as far away as Chile, Sweden, Taiwan, South Africa, USA and Nepal.
“The launch of ‘Roger’ and Live Chat follows the appointment of Beth Parkin, REST’s General Manager of Customer Service, whose digital experience has enabled us to be at the forefront of expanding our customer service offering to enhance our overall member and employer experience,” Mr Hill added.
The new virtual customer service specialist is delivered on Creative Virtual’s leading customer experience platform V-Portal TM.
Patrick Gallagher, Managing Director ANZ & North Asia, Creative Virtual said, “Members are increasingly turning to self-service and digital channels for customer service. ‘Roger’ – the virtual customer service specialist, is like a new employee, continuously learning and improving his capabilities and will over time offer more personalised support to REST members.”
Mr. Hill added, “With the introduction of ‘Roger’ and Live Chat members can ask about their super in a supportive online environment anytime and from anywhere. In addition, ‘Roger’ is also on hand to help answer the general public’s enquiries about REST’s products and services.”
‘Roger’ has replaced the search function on REST’s website and is accessible with Live Chat on the ‘contact us’ page.
