Optus Improves Customer Service With Google Assistant

Optus improves customer service with Google Assistant

Optus improves customer service with Google Assistant

Are you tired of calling up telcos only to experience a recorded voice that asks you to pick from an array of choices – none of which address your needs? Are you fed up with the long call service wait times and the operator’s endless questions to verify your identity- just because you wanted to check your account balance? Here is some good news. Optus is the first telco in Australia to use Google Assistant to make customer service accessible and efficient. Just ‘Ask Google’ if you want more details about your Optus phone account!


Best SIM Only Plans August 2018

Boost Mobile | Best Prepaid Data Rates On The Full Telstra Network

boost mobile logo




Prepaid | 28 day expiry | On The Telstra Mobile Network 3G+4G

Boost Mobile are a reliable brand. They are the only phone company other than Telstra to resell the full Telstra ‘Retail’ Network. With Boost you’ll get:

  • The full Telstra Mobile Network
    Other phone companies resell part of the Telstra Mobile Network. Only Boost and Telstra plans allow you access the whole thing.
  • Free streamed audio:
    Data free streaming of Apple Music (requires subscription) on top of the data included in your plan.
  • A range that includes 7 day and 28 day plans:
    Boost offer a selection of plans including 7 and 28 day variants.
  • Recharge options from $10 to $50:
    Boost have a total of 5 recharge options for their prepaid plans, ranging between $10 and $50.

Boost Mobile Plans For Your Mobile

All talk time and SMS for use in Australia to Australian numbers. All data is for use in Australia. You can learn more about this company in our Boost Mobile review.



Strong, Simple Plans & A Well Known Brand

Best for big mobile broadband bundles




Amaysim | Prepaid Plans | Optus Mobile Network 3G+4G

Amaysim are the 4th biggest phone company in Australia with over 1m customers. They consistently have one of the highest customer satisfaction ratings in the industry and have prepaid (28 day expiry) plan range – just select the option you want in their checkout. With Amaysim, you’ll get:

  • Strong plan range:
    Amaysim have a range starting at $10 per month and rising to $50 per month. Data inclusions are up there with the best available and, with Amaysim, things are nice and simple. You’re just buying voice calls, SMS and data. There are no optional extras.
  • New International Inclusions:
    Any plan you buy, starting at $30 per month will now include free International Calls to 12 destinations.
  • Great Customer Experience:
    Amaysim are consistently one of the best performing†phone companies when it comes to customer satisfaction.

Amaysim’s plan range:

You can find out more about this company in our Amaysim review.



OVO Mobile – Free Video & Radio Content

Best Entertainment plans - 2018




Prepaid | 30 day expiry | On the Full Optus 3G and 4G Network 

OVO’s offer a totally new way of looking at a phone company – they’re one of our best selling partners. Their plans are, pretty much on a par for data inclusions with the best in the industry. In addition to talk time, SMS and data, OVO’s plans include exclusive access to exclusive video content. All of OVO’s plans come with ‘OVO Play’ an app which lets you watch their free content on your plan. With OVO, you’ll get:

  • Free Video Content – Motorsport, Sailing, Gymnastics & Water Polo :
    OVO offer a growing list of free video and audio content. Motorsport fans might like the 400 Thunder Professional Drag Racing Series, Australian GT, Formula Drift and other petrol head live streaming. OVO Play also includes other sports like sailing and gymnastics. The price of the content is included in the monthly line rental charge you pay OVO for your prepaid plan. So, importantly: You won’t see your data balance decline while you’re watching them, the streamed content is free.
  • Free Streamed Audio:
    OVO’s plans also offer FREE radio streaming, also included in your plan offers access to the Tripple M network and other selected stations.
  • OVO for Kids:
    OVO’s plans come with the offer of free access to Parental Lock software. Buy your child the $9.95 plan from OVO and you’ll be able to monitor what they access on their phone and set times for it to turn off and turn on it’s own connection to the internet.

OVO Plans for your mobile

Picking an OVO plan is simple. All of OVO’s plans include Unlimited talk and SMS in Australia to Australian numbers plus superfast 4G data.

You can learn more about them and their unique content in our OVO review.



Yomojo plans

Yomojo Logo

Prepaid | 30 day expiry | On the Full Optus 4G Plus Network 

Yomojo are unique in the Australian market. They offer you an unbelievable range of plans. Yomojo’s plans are completely configurable through their website. They also have some pre-configured unlimited plans for those who want a more standardised plan.

  • Prepay Plans :
    Yomojo recently revised their plan range and now offer prepaid plans only.
  • Use the full Optus 4G Plus network :
    Yomojo use the full Optus 4G network. You’ll get the latest 4G speeds in 4G coverage areas in all the same places as customers who go to Optus direct.

Yomojo plans for your mobile

You can learn more about them and their unique content in our Yomojo review.


Kogan Mobile – Best Value on the Vodafone Network

Kogan Logo




Prepaid | 30 day expiry | On the Full Vodafone 3G and 4G Network 

Kogan Mobile keep it simple. They have some of the most competitive SIM Only / Prepaid plans in Australia, on the much improved Vodafone network. With their multi month recharge options, Kogan add some genuine value and choice to the market.

With Kogan, you’ll get

  • Monthly, quarterly or annual options : Do you want a single recharge payment with a 1, 3 or 12 month validity ? With Kogan, you’ll get discounts for multi-month purchases you were going to make anyway. They add the convenience of less frequent running out / topping up. And they keep the total predictability and flexibility of prepaid.

Kogan’s 30 day plan range :

Kogan’s 30 day plans all have Unlimited talk and SMS in Australia to Australian numbers. The difference is the amount of data which is included.

All talk time and SMS for use in Australia to Australian numbers. All data is for use in Australia. See all Kogan Plans including 90 day and 365 day plans. You can find out more about this company in our Kogan Mobile review.




Digitisation of the customer experience

Optus has been on a journey of continuous innovation and improvement with respect to their customer service. The rapid uptake in voice assistant experiences such as Google Home has demonstrated there is a desire from consumers to simplify everyday tasks, and with Optus Assistant for Google Assistant, the company has made it simple to manage life admin tasks like quickly checking data usage or phone bill balance. With many customers already using the My Optus App, extending the functionality to Google was a natural step towards making the customer experience more effortless and digitised. This “game-changing move” lets customers simplify how they manage their account and ask questions on impulse without the need for a handheld device.

Optus is the first telco and one of the first businesses in Australia to launch customer service solutions through Google Assistant. It has only been preceded by banking giant NAB, which began a pilot of ‘Talk to NAB’ just last month. The service lets the bank’s customers ask questions about accounts, credit cards, personal loans, travel cards and Internet banking to Google Assistant.

How it works

The ‘Optus Assistant’ can be accessed from within your Google Assistant, Google Home or Google Mini apps on your phone. You do not have to install the separate My Optus App to manage your account anymore. You can ask your questions directly to Google Assistant and receive information about your Optus account within the Google app itself.

Linking your Optus account to Google

Linking your Optus account to Google

This is how you connect to Optus from within your Google Assistant, Google Home or Google Mini apps:

  • Find Optus Assistant in the Explore section of your Google app OR
  • Simply say ‘Talk to Optus’
  • Google Assistant will check if your Optus account has been linked. If not, it will link the account for you.
  • For linking, you will be taken to an Optus website
  • Enter your phone number
  • A code will be messaged to your phone to verify your identity
  • Enter your code in the Google app.
Linking your Optus account to Google


Asking your questions

Currently, Google Assistant supports only Optus post-paid accounts. Once your account is linked, you can ask questions based on billing, travel and usage. Example questions include, but not limited to:

  • How much do I owe?
  • How much data do I have left this month?
  • What are the roaming rates in Italy?
  • How many days left for this billing cycle?
  • How many call minutes have I used?
  • How many text messages have I sent?
  • How much data did I use today?
  • How much data did I use in the last week? (Up to 90 days prior)
  • Which app used the most data?
  • Show my data usage by app.
  • When is my bill payment due?

This is only the first release, and within a few months, more information and support for pre-paid customers is expected to be included. Pre-paid customers can also expect features that let them set reminders and alerts for low balance or when Optus places a charge on their credit card.


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Neil Aitken

Having worked in 3 countries for 4 telcos on both voice and data products, Neil is in a position to give you the inside track. Get beyond the marketing messages to the best plan for you.