AI Directory
Resources
Use Cases

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

More Case Studies

See All
How Comcast Reduced Wait Times by 30% and Support Calls with AI Virtual Assistants
Media & Entertainment
Read Case Study
How Healthfirst and ClosedLoop Use Scalable AI/ML to Automate Clinical Workflows and Predict Health Outcomes
Healthcare & Medical
Read Case Study
How Sage Publishing Uses Jasper AI to Automate and Scale Email Content Generation, Reducing Costs and Accelerating Marketing
Marketing & Advertising
Read Case Study
How Target Uses AI-Driven Predictive Analytics and Visualization to Optimize Inventory and Marketing
Technology & SaaS
Read Case Study
How Spotify Uses AI to Deliver Personalized Playlists and Enhance User Engagement
Media & Entertainment
Read Case Study
How Stack Overflow Automated Bookkeeping to Cut Manual Processes by 90% and Improve Financial Insights
Technology & SaaS
Read Case Study

🤖 Chat with AI

Type...