At Superloop, most of the customer service is handled by AI

Superloop says AI is now taking over the majority of customer service, with the number of user interactions its agent systems manage exceeding the number managed by human employees.

Speaking at the company’s half-year results presentation earlier last week, Paul Tyler, the telco’s chief executive, said the milestone was a key achievement in its ongoing AI-powered automation and app strategy.

Like the industry’s largest player, Telstra, Superloop has enthusiastically embraced the technologies to achieve cost savings as it competes in the margin-constrained and highly commoditized consumer market…