How a great virtual assistant makes life easier for everyone


In an age where digital transformation touches every corner of our lives, the rise of virtual assistants, especially chatbots, cannot be ignored. If you've previously been sceptical about their usefulness due to less-than-stellar experiences, you're not alone. But times have changed.

Recent years have witnessed a substantial leap in chatbot capabilities, thanks to advancements in machine learning and artificial intelligence. These days, integrating a high-performing virtual assistant like BT Panorama’s Blue into your day-to-day business can significantly improve workflows.

It not only simplifies your tasks but also enhances efficiency, freeing up your valuable time.

How Blue works hard for you

Blue is an indispensable tool for our platform users, supporting both advisers and clients by offering an uninterrupted, 24/7 support system. Blue handles a variety of tasks, and effectively triages personal queries to our consultants when required.

Blue has the ability to deliver tailored responses according to the user's profile - whether they're an adviser or an investor - and their specific procedural needs. Blue can help you, your team and your clients on a number of levels:

1. Clear and consistent instructions

For example, Blue can provide step-by-step instructions on how to update client contact details or where to find a particular form. This means no more digging through training manuals or contacting support - Blue is there to guide you quickly and efficiently.

2. Better than Google

Blue serves as an enhanced search engine for your BT Panorama questions, directing you to the relevant pages based on your query. For instance, if you're looking for employer contribution details, Blue will take you straight to the correct page.

3. Show me how

For more complex tasks, such as accessing Centrelink schedules, Blue guides users through the platform to successfully complete their task. You can see on screen exactly where you need to go, and what you need to do next.

BT's Virtual Assistant Blue screenshot
Screenshot of Blue - BT's virtual assistant, offering a 24/7 support system

Blake Roberts,
Digital Channel Manager

Logan Mcarthur,
Practice Enablement Associate

Helen Crossan,
Head of BT Contact Centre

Learning on the job

Blue isn't a static tool; it's in a constant state of learning and improvement. Blue’s functions and range of responses are regularly updated in light of customer feedback, frequent queries, and trends in customer calls.

This dynamic adaptability means Blue continues to evolve to meet your needs more effectively and support digital efficiency in your business.

Customer support delivered the most efficient way for you

Our goal is to develop digital tools that improve and support your digital workflows. Whether it's guiding you to the right page, assisting in completing a task, or answering a query, Blue is designed to make your life easier.

If Blue doesn't have the answer you're looking for, our award-winning customer service team is always ready to assist. They'll not only resolve your query but also guide you on how to interact more effectively with Blue. This way, you'll get faster and better results in the future.


Important information

Information current as at 28 November 2023. This paper has been prepared by BT, a part of Westpac Banking Corporation ABN 33 007 457 141 AFSL & Australian Credit Licence 233714 (Westpac). The views expressed in this paper are those of the individuals alone unless otherwise quoted, and do not reflect the views or policy of any company in the Westpac Group It has been prepared for the information of licensees and financial advisers only. The information contained in this paper provides an overview or summary only and it should not be considered a comprehensive statement on any matter nor relied upon as such. The paper does not contain, and should not be taken to contain, any financial product advice, and has been prepared without taking into account any personal objectives, financial situation or needs, and you should consider its appropriateness with regard to these factors before acting on it. © BT - Part of Westpac Banking Corporation 2023