How Telstra Uses Microsoft Azure OpenAI Service to Enhance 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, 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.

Telstra

Company Size

10,000+ employees

Revenue Range

$30B+ annual revenue

Primary Challenge

Improving customer service efficiency and agent effectiveness by reducing repetitive queries and accelerating information retrieval

Key Metrics

\- 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

The Problem

Agents spent excessive time searching for information and customers had to repeat information, leading to inefficiencies and frustration

The Solution

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

Results

\- Faster, more accurate customer support\- Reduced need for customers to repeat information\- Improved agent confidence and onboarding\- Enhanced customer satisfaction and loyalty