Telstra Taps Salesforce's AI Platform to Boost Customer Experience

Salesforce's Agentforce platform is helping Telstra improve customer experiences by automating high-volume processes.

The Australian telecommunications company, which operates one of the country's largest contact centers, has deployed Agentforce to reduce time spent on manual tasks and free up its team to focus on supporting customers.

Telstra has already seen significant results from using Agentforce, with millions of customer interactions automated annually. The platform is currently used by over 1,000 contact center representatives to handle common customer queries and back-end processes.

'AI is critical to delivering better experiences for our customers and improving the way we work,' said Amy Childs, Customer Service Executive at Telstra. 'Agentic AI is the next phase of AI at Telstra, but our people remain accountable and core to customer service delivery.'