Telstra’s AI approach is designed to nip customer complaints in the bud

Telstra is using agent AI to query its customer data to ease pressure on frontline call center operations.

The carrier said it has begun using the technology to detect errors in customer data after it has been migrated from legacy relationship management systems, allowing it to intervene before customers contact call center staff.

Kim Bennemann, owner of Telstra AI Solutions Group, said at Microsoft’s AI Tour in Sydney that the feature is one of the most valuable use cases the operator has found for agentic AI to date.

“Otherwise that would be…