Telstra

According to iTnews, Telstra is using Salesforce Agentforce-powered AI agents to assist more than 1,000 contact centre staff, beginning with an interim service agent that automates end-to-end refunds and eligibility checks to support customer service guarantees. A second AI agent focused on security permissions is already live, and Telstra plans further Agentforce deployments across billing, payments, and triaging inbound emails. The initiative aims to reduce administrative load and improve accuracy and efficiency, as noted by Telstra and its staff.