Customer story

Delivering Australia’s most advanced AI customer experience for Officeworks

Officeworks, Australia’s leading retailer for office supplies, technology, office furniture, and Print & Create services, has launched a next-generation Agentic AI Digital Assistant developed with fullstop.ai and Google Cloud. Built on Google Cloud’s CCAI platform and one of the first in-region deployments of Agent Builder (ADK), the solution marks a major leap in how customers engage with the Officeworks brand.

Business challenge

With hundreds of thousands of customer interactions annually, Officeworks needed a scalable solution to manage high volumes of enquiries across order tracking, product support, price match, and store information.

The reestablishment of digital service channels made it necessary for a more intelligent automation platform that could enhance self-service, reduce pressure on service teams, and support peak trading periods.

Key challenges

High volume of repetitive enquiries impacting capacity

Need for consistent, safe answers aligned with Responsible AI

Long customer wait times through traditional channels

Requirement for a highly scalable and secure solution to support peak retail periods

Solution

AI-Powered Virtual Assistant — With fullstop.ai and Google Cloud

We used Agent Builder to deploy a true “Agentic AI” Virtual assistant to automate and handle a wide range of complex, highly variable, multi-turn conversations.

Capabilities

Journey-Aligned Capture: Collects key inputs and customer intents to provide rich context

Real-Time Integration: Connects with fulfilment, and CRM

Seamless Agent Escalation: Provides detailed context handover to reduce repetition

Responsible AI: Ensures all reasoning and responses meet strict safety obligations

Multi-Turn Reasoning: Breaks down complex tasks into guided, step-by-step interactions

Modular, Scalable Design: Enables rapid rollout of new journeys and enhancements

Future-Ready for Generative AI: Future ready for conversational product discovery, comparison and commerce

Key benefits & impacts

24/7 self-serivce availability for instant answers

72% self-service rate for targeted journeys

Faster resolution times through optimised conversation design and intelligent routing

Seamless, context-aware handoff to human agents when required

Operational efficiency & cost savings

Significant deflection of repetitive inquiries

Reduced handling times for escalated cases due to pre-captured context

Scalable by design, supporting rapid journey expansion and stability during high-volume retail periods

Conclusion

Officeworks, fullstop.ai, and Google Cloud have delivered one of Australia’s most advanced Agentic AI customer service experiences. By combining the power of Google Cloud’s AI platform with fullstop.ai’s deep expertise in Conversational AI delivery, Officeworks is redefining what great digital service looks like — setting a new benchmark for customer experience in Australian retail.