Telstra is expanding two in-house developed generative AI solutions following promising pilots with frontline team members, enabling faster and more successful interactions with customers.
Leveraging the power of Microsoft Cloud and its Azure OpenAI capabilities, and built in our secure platforms to protect consumer privacy, One Sentence Summary and Ask Telstra were designed with Telstra to arm frontline teams to support customers more effectively.
Utilising Azure OpenAI’s large language model, One Sentence Summary transforms recent customer notes, interactions, and transactions into a concise summary of a customer’s recent history and status. The solution enhances the efficiency and quality of interactions, reducing the need for customers to repeat information.
Trials during 2023 showed 90% of employees using the tool saved time and increased effectiveness, resulting in 20% less follow-up contact. Team members also noted the tool enabled them to more quickly understand and tactfully engage with challenging or sensitive circumstances, such as those in need of priority or financial assistance. Telstra is now extending the roll-out of One Sentence Summary to all contact centre and store teams throughout 2024.
