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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
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

“We’re unlocking value and growth as technologies like generative AI proliferate at speed. … We’re on track to improve all key business processes with AI by 2025.”

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

Details

Industry
Professional Services & Consulting
Departments
Customer Support & Service
Data & Analytics
Use Cases
Support Analytics
Tags
LLM
GenAI
Auto-Summarization
Analytics Dashboard
Enhanced Decision-Making
Team Efficiency
SaaS
AI Tools Used
No items found.
Sources
https://www.microsoft.com/en/customers/story/1740058425924206437-telstra-telecommunications-azure-openai-servicehttps://www.microsoft.com/en-us/ai/customer-stories/telstrahttps://www.vktr.com/ai-disruption/5-ai-case-studies-in-customer-service-and-support/https://www.telecomtv.com/content/telcos-and-ai-channel/telstra-scales-up-ai-adoption-following-genai-pilots-49616/https://www.linkedin.com/posts/neilmcevoy_telstra-leverages-microsoft-azure-copilot-activity-7297270430527082496-IQjs

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