In 2016, Rest became the first Australian superannuation fund to service members’ enquiries online 24/7 with the launch of Roger, a virtual agent.

Catering to a large member base of digital natives, providing round the clock support, and via multiple channels was critical. And with the majority of their members beginning their experience with the company on the website, Rest wanted their site to meet the needs of a digital savvy generation. 

Providing a Virtual Agent on their website was designed to provide an enriched experience and:

• Increase engagement with a customer base of digital natives
• Provide members with 24/7 support in their channel of choice with 0 FTE (full time equivalent) cost
• Better understand the customer experience to uncover pain points