Telstra deployed Microsoft Azure OpenAI-powered “Ask Telstra” to help customer service agents quickly access extensive customer history and product information by summarizing detailed CRM data into concise answers. This AI-driven tool speeds up customer inquiries, reduces the need for repeated information, and accelerates onboarding of new agents. Alongside, the “One Sentence Summary” tool provides instant, succinct summaries of recent customer interactions, improving agent understanding and call handling efficiency.
- 20% fewer follow-up calls
- 84% of agents reported positive impact
- 90% more effective agents
- 90% of employees using One Sentence Summary saved time
- 20% reduction in follow-up contact
Customer service agents struggled to quickly find relevant customer data and product info in complex CRM systems, leading to slower responses and repeated queries
AI-powered “Ask Telstra” tool combined with Microsoft Azure AI Search and Azure Machine Learning to deliver precise, fast answers; “One Sentence Summary” condenses recent customer history into a single, clear summary
- Faster, more effective customer service
- Reduced repeat contacts
- Improved onboarding and agent confidence
- Enhanced customer satisfaction
