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.
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
“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.”
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