AustraliaTechnology and telecom2023 – ongoingTelstra
One Sentence Summary and Ask Telstra for frontline service teams
Telstra reported 20% less follow-up contact in trials of its customer-history assistant
Problem
Frontline employees needed to understand customer histories and find internal information during service conversations. Customers sometimes had to repeat information.
Approach
Telstra built One Sentence Summary on Azure OpenAI to condense customer histories. Its separate Ask Telstra tool answered staff questions using internal knowledge and Azure AI Search. Following trials in 2023, Telstra said it was expanding One Sentence Summary and planned to roll out Ask Telstra across contact centres and stores during 2024.
Results
Takeaway
The tools addressed separate delays within the same service conversation: understanding the customer and finding an answer.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Telstra described trials of customer-history summaries and internal knowledge search. It reported employee time savings and fewer follow-up contacts, then announced wider deployment.
Full details are in the original sources.
