Telstra, Australia’s leading telecommunications company, implemented two AI-powered tools-Ask Telstra and One Sentence Summary-built on Microsoft Azure OpenAI Service, Azure AI Search, and Azure Machine Learning. Ask Telstra provides AI-generated responses by searching internal knowledge bases, while One Sentence Summary condenses recent customer history into concise summaries for agents. These tools accelerate agent onboarding, improve customer interactions, reduce follow-up contacts, and enhance overall support efficiency.
- 20% reduction in follow-up contacts
- 90% of agents reported time savings and increased effectiveness
- 84% of agents confirmed positive impact on customer interactions
- 90% more effective agents
- Faster onboarding of new staff
Agents spent excessive time searching for information and customers had to repeat information, leading to inefficiencies and frustration
Developed Ask Telstra to provide AI-powered search of internal knowledge bases and One Sentence Summary to generate concise customer history summaries, integrated into CRM systems
- Faster, more accurate customer support
- Reduced need for customers to repeat information
- Improved agent confidence and onboarding
- Enhanced customer satisfaction and loyalty
