We’re proud to have partnered with Officeworks and Google Cloud to deliver one of Australia’s most advanced Agentic AI customer experiences, built on Google Cloud’s Contact Centre AI Platform (CCAIP) and powered by Google Cloud AI. It represents the first deployment of its kind in the region.
As announced today by Google, read here, this collaboration brings together Google Cloud’s scalable AI technologies, fullstop.ai’s design and delivery expertise, and Officeworks’ customer-first commitment to create a fast, reliable and context-aware digital experience for millions of customers.
The AI assistant supports core customer journeys, including:
- Order tracking and delivery updates
- Returns, warranties and product support
- Store locations and information
- Officeworks services like Print & Create, Tech, and Furniture
- Price Beat enquiries
Through careful design, governance and testing, the solution is already delivering measurable improvements in self-service performance, response accuracy and overall experience quality and lifting digital self-service resolution to over 70%.
The roadmap extends these capabilities even further, with upcoming releases focused on:
- Business Onboarding
- Product availability and store stock checks
- Smarter product and service discovery using Generative AI
- Agentic Commerce
This work demonstrates how Google Cloud’s next-generation capabilities, including Gemini Enterprise for Customer Experience and the Contact Centre AI Platform, combined with fullstop.ai’s design and delivery expertise, enable organisations to innovate responsibly, scale safely and deliver customer experiences that are both intelligent and trusted.