To launch a successful virtual agent project for your organization's customer service capability, the company must overcome four hurdles. This article is part of an MIT SMR initiative exploring how technology is reshaping the practice of management. Are you ready to turn your company's customer service over to AI-powered virtual agents? Whether your goals include creating a fully digital business, improving customer experience, or cutting costs, virtual agents and automation offer many benefits. Consider the experience of Mark Baylis, vice president of customer service and digital customer engagement at Optus, Australia's second-largest telecom operator.

Telecommunications provider Optus has confirmed that it is in the preliminary stages of developing and lab-testing an in-call digital assistant for customers. "Optus is in the very early stages of testing a technology for an in-call digital assistant," an Optus spokesperson told ZDNet. "We are working with developers to build our capabilities. The technology is being developed and tested within a laboratory setting. "As development is in its early stages, the capabilities of the technology are not yet clear."

Australian telco customers have been warned to be alert for suspicious activity as police investigate reports that personal contact information is being offered for sale after being leaked by call centre staff in India. Telstra and Vodafone are urging customers to report any fraudulent activity after Fairfax Media reported on Wednesday that personal details of customers are being offered for sale by a Mumbai-based security firm, AI Solutions, which obtained them illegally from call centre operators. Clear-cut definition of de-identified data critical in legislation: Pilgrim Department of Finance to rebuild two-year-old IT system Turnbull's DTA to establish a whole-of-government program management office Vodafone continues losing customers as Telstra, Optus, Amaysim gain: Kantar Both telecommunications companies are aware of allegations AI Solutions is on-selling the contact numbers, addresses, and other private details. The details could potentially be used for identity theft, other privacy breaches or fraudulent activities, and by cold callers. Speaking at Telstra Investor Day on Thursday, Telstra CEO Andy Penn said the telco does not do business with AI Solutions.