Telstra adopts Salesforce Agentforce-based AI agents to assist 1000+ contact centre staff
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.
Key facts
- 01More than 1,000 Telstra contact centre staff are assisted by Agentforce-based AI agents.
- 02An interim service agent automates end-to-end refunds and eligibility validation for customer service guarantees.
- 03A second AI agent focused on security permissions is live within the Salesforce environment.
- 04Telstra plans additional Agentforce deployments in areas such as billing and payments and triaging inbound emails for B2B sales teams.
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