Rest integrates virtual agent ‘Roger’ with Google Home giving members access to spoken voice-activated support for the first time


Rest has integrated its online virtual assistant, ‘Roger’ into Google Home

Rest, one of Australia’s largest superannuation funds with almost two million members, yesterday announced the integration of its online virtual assistant, ‘Roger’ into Google Home, giving members’ spoken support to commonly asked questions.

The new service is a reflection of the fund’s evolving customer service experience, including an ongoing commitment to making it easier for one in six working Australians to connect with their super fund.

Other components of Rest’s customer-focused experience, include the award-winning online virtual customer service specialist Roger, who has been helping visitors to the Rest website for over a year and the introduction of a Rest app.

Rest General Manager Customer Service, Beth Parkin, said integrating Roger with Google Home made access to Roger easier than ever before.

“The integration of Roger with Google Home gives us new ways to connect with our members at times convenient to them, and in ways that are relevant to their lifestyles,” said Ms Parkin.
“Roger can already respond to 96 per cent of questions posed to it online, and we expect to carry this success rate through to the Google Home integration.”

Roger has answered over 300,000 questions since its launch, highlighting the increasing need for more convenient self-service capabilities from superannuation funds across the country, and has artificial intelligence capabilities to help it continue to learn and improve over time. This will help expand the range of topics Roger can respond to and drive the development of new functionality.

Ms Parkin said, “We listen to our customers and we are constantly evolving our service offering to meet their expectations and the changing way they interact with us. We are committed to making it easier for our members to communicate with us – now, this can be as simple as saying ‘Ok Google, Talk to Rest Super’.”

The introduction of Roger on Google Home is the latest on the list of digitally led services introduced by Rest, including the Rest App with industry-first in-app messaging, a Live Chat function on the website and interactive online member statements.

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