[{"data":1,"prerenderedAt":253},["ShallowReactive",2],{"story-\u002Fcustomer-stories\u002Fofficeworks":3},{"id":4,"title":5,"body":6,"description":241,"extension":242,"feature":243,"meta":244,"navigation":243,"path":248,"seo":249,"sitemap":250,"stem":251,"__hash__":252},"customer_stories\u002Fcustomer-stories\u002F08.officeworks.md","Delivering Australia’s most advanced AI customer experience for Officeworks",{"type":7,"value":8,"toc":237},"minimark",[9,32,78,99,161,193,220],[10,11,13,22],"row",{":section":12},"true",[14,15,17],"column",{"col":16},"col-12 col-md-3 col-lg-4",[18,19,21],"h4",{"id":20},"business-challenge","Business challenge",[14,23,25,29],{"col":24},"col-12 col-md-9 col-lg-8",[26,27,28],"p",{},"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.",[26,30,31],{},"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.",[10,33,34,40],{":section":12},[14,35,36],{"col":16},[18,37,39],{"id":38},"key-challenges","Key challenges",[14,41,42],{"col":24},[10,43,44,54,62,70],{},[14,45,47],{"col":46},"col-12 col-md-6",[48,49,51],"icon-card",{"icon":50},"gauge-simple-max",[26,52,53],{},"High volume of repetitive enquiries impacting capacity",[14,55,56],{"col":46},[48,57,59],{"icon":58},"badge-check",[26,60,61],{},"Need for consistent, safe answers aligned with Responsible AI",[14,63,64],{"col":46},[48,65,67],{"icon":66},"stopwatch",[26,68,69],{},"Long customer wait times through traditional channels",[14,71,72],{"col":46},[48,73,75],{"icon":74},"ruler",[26,76,77],{},"Requirement for a highly scalable and secure solution to support peak retail periods",[10,79,80,86],{":section":12},[14,81,82],{"col":16},[18,83,85],{"id":84},"solution","Solution",[14,87,88,96],{"col":24},[26,89,90],{},[91,92,95],"span",{"className":93},[94],"heading-3","AI-Powered Virtual Assistant — With fullstop.ai and Google Cloud",[26,97,98],{},"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.",[10,100,101,107],{":section":12},[14,102,103],{"col":16},[18,104,106],{"id":105},"capabilities","Capabilities",[14,108,109],{"col":24},[10,110,111,119,126,133,140,147,154],{},[14,112,113],{"col":46},[48,114,116],{"icon":115},"circle-check",[26,117,118],{},"Journey-Aligned Capture: Collects key inputs and customer intents to provide rich context",[14,120,121],{"col":46},[48,122,123],{"icon":115},[26,124,125],{},"Real-Time Integration: Connects with fulfilment, and CRM",[14,127,128],{"col":46},[48,129,130],{"icon":115},[26,131,132],{},"Seamless Agent Escalation: Provides detailed context handover to reduce repetition",[14,134,135],{"col":46},[48,136,137],{"icon":115},[26,138,139],{},"Responsible AI: Ensures all reasoning and responses meet strict safety obligations",[14,141,142],{"col":46},[48,143,144],{"icon":115},[26,145,146],{},"Multi-Turn Reasoning: Breaks down complex tasks into guided, step-by-step interactions",[14,148,149],{"col":46},[48,150,151],{"icon":115},[26,152,153],{},"Modular, Scalable Design: Enables rapid rollout of new journeys and enhancements",[14,155,156],{"col":46},[48,157,158],{"icon":115},[26,159,160],{},"Future-Ready for Generative AI: Future ready for conversational product discovery, comparison and commerce",[10,162,163,169],{":section":12},[14,164,165],{"col":16},[18,166,168],{"id":167},"key-benefits-impacts","Key benefits & impacts",[14,170,171],{"col":24},[10,172,173,178,183,188],{},[14,174,175],{"col":46},[26,176,177],{},"24\u002F7 self-serivce availability for instant answers",[14,179,180],{"col":46},[26,181,182],{},"72% self-service rate for targeted journeys",[14,184,185],{"col":46},[26,186,187],{},"Faster resolution times through optimised conversation design and intelligent routing",[14,189,190],{"col":46},[26,191,192],{},"Seamless, context-aware handoff to human agents when required",[10,194,195,201],{":section":12},[14,196,197],{"col":16},[18,198,200],{"id":199},"operational-efficiency-cost-savings","Operational efficiency & cost savings",[14,202,203],{"col":24},[10,204,205,210,215],{},[14,206,207],{"col":46},[26,208,209],{},"Significant deflection of repetitive inquiries",[14,211,212],{"col":46},[26,213,214],{},"Reduced handling times for escalated cases due to pre-captured context",[14,216,217],{"col":46},[26,218,219],{},"Scalable by design, supporting rapid journey expansion and stability during high-volume retail periods",[10,221,222,228],{":section":12},[14,223,224],{"col":16},[18,225,227],{"id":226},"conclusion","Conclusion",[14,229,230,233],{"col":24},[26,231,232],{},"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.",[234,235],"tag-cloud",{":tags":236},"[\"ADK\", \"Agent Engine\", \"Vertex AI\", \"Vertex AI Search\", \"Cloud Armour\", \"Cloud Run\", \"Cloud Functions\", \"CES\", \"BigQuery\", \"Firebase\"]",{"title":238,"searchDepth":239,"depth":239,"links":240},"",2,[],"In a region-first, we delivered an agentic virtual assistant for Officeworks customers in just eight weeks, achieving 70% self-service on day one.","md",true,{"logo":245,"image":246,"intro":247},"\u002Fimg\u002Fcustomer-logos\u002FOfficeworks.webp","\u002Fimg\u002Fcontent\u002Fcustomer-story-feature-img-officeworks.svg","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.","\u002Fcustomer-stories\u002Fofficeworks",{"title":5,"description":241},{"loc":248},"customer-stories\u002F08.officeworks","ycr5Q-apK8cEfFaM-ZOVNrxjn1sVRarwXFxu0e6LUtQ",1783572445540]