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How Telstra Uses Microsoft Azure OpenAI to Transform Customer Service with “Ask Telstra” and “One Sentence Summary”

By: GoBeyond Team
July 3, 2025
3 min read
Telstra AI customer service dashboard showing Ask Telstra and One Sentence Summary interfaces

Quick Overview

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.

Telstra
Telstra
Company Size
10,000+ employees
Revenue Range
$30B+ annual revenue
Primary Challenge
Improving customer service efficiency, reducing follow-up calls, and accelerating new agent onboarding
Key Metrics
\- 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

The Problem

Customer service agents struggled to quickly find relevant customer data and product info in complex CRM systems, leading to slower responses and repeated queries

The Solution

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

Results

\- Faster, more effective customer service\- Reduced repeat contacts\- Improved onboarding and agent confidence\- Enhanced customer satisfaction

“New agents found Ask Telstra gave them a big boost to becoming more effective, faster. They spent less time asking for help from busy managers.”“90% of employees using One Sentence Summary saved time and increased effectiveness.”

Kim Krogh Andersen, Group Executive, Product and Technology, Telstra

Details

Industry
Professional Services & Consulting
Departments
Customer Support & Service
Use Cases
IT Support
Tags
GenAI
NLP
Scalability
AI Tools Used
No items found.
Sources
https://www.vktr.com/ai-disruption/5-ai-case-studies-in-customer-service-and-support/https://www.microsoft.com/en/customers/story/1740058425924206437-telstra-telecommunications-azure-openai-servicehttps://news.microsoft.com/en-au/features/telstra-scales-up-ai-adoption-following-promising-pilots-of-generative-ai-solutions-improving-customer-experience/https://www.linkedin.com/posts/farzadsunavala_telstra-dials-in-elevated-customer-service-activity-7166843736210022401-bbaHhttps://telcofutures.net/telstra-ai-contact-center/https://www.youtube.com/watch?v=iM6vyZreRRw

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