Telstra is deploying Salesforce’s Agentforce platform to improve customer experiences and equip staff with additional capabilities. The telco is using the system to identify automation opportunities in product intelligence, business contracts, sales coaching and billing cycles. Early use cases include an interim service agent that helps customers stay connected while waiting for fixed-service restoration, and a security permissions agent that monitors user access, system configurations and permissions across the Salesforce environment. These were previously complex manual tasks. Telstra customer service executive Amy Childs said agentic AI is the next phase of AI at the company. Salesforce Australia and New Zealand general manager Frank Fillmann noted that trusted AI agents are already supporting more than 1,000 contact-centre representatives. Salesforce said the agents are expected to reduce operational costs and resolve large volumes of routine enquiries.
Telstra is deploying Salesforce’s Agentforce platform to improve customer experiences and equip staff with additional capabilities. The telco is using the system to identify automation opportunities in product intelligence, business contracts, sales coaching and billing cycles. Early use cases include an interim service agent that helps customers stay connected while waiting for fixed-service restoration, and a security permissions agent that monitors user access, system configurations and permissions across the Salesforce environment. These were previously complex manual tasks. Telstra customer service executive Amy Childs said agentic AI is the next phase of AI at the company. Salesforce Australia and New Zealand general manager Frank Fillmann noted that trusted AI agents are already supporting more than 1,000 contact-centre representatives. Salesforce said the agents are expected to reduce operational costs and resolve large volumes of routine enquiries.