Telstra Boosts Customer Service with AI-Powered Salesforce Partnership

Telstra is enhancing its customer experience and equipping staff with new capabilities by tapping into Salesforce's Agentforce platform.

The telco is using the platform to identify areas for improvement and automation opportunities in product intelligence, business customer contracts, sales coaching, and billing cycles.

Various use cases have already been initiated, including an interim service agent to automate helping customers stay connected when waiting for a fixed service to be restored and a security permissions agent to monitor user access, system configurations, and permissions throughout its Salesforce environment.

By streamlining and automating common customer queries and back-end processes, the telco's workforce can focus on connecting with end-users and resolve more complex situations.