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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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.

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