Telstra handed outage refunds to an AI agent. It supports over 1,000 call-centre staff.
Telstra is deploying Salesforce Agentforce across millions of customer interactions a year, Salesforce announced on 22 September.
The first live agent handles customers waiting for a fixed-line service to be restored. According to Salesforce, it checks eligibility and calculates the refund. It then monitors the service, applies the refund when service is restored and updates the records. Salesforce says the agent supports more than 1,000 contact centre representatives while following NBN and Customer Service Guarantee rules.
A second live agent monitors user access across Telstra's Salesforce environment, including configurations and permissions, and flags high-risk permissions.
Telstra also plans a billing and payments agent for high-volume requests. An email triage agent is planned for B2B sales teams. Salesforce projects the agents will resolve hundreds of thousands of routine enquiries a year.
Which refund in your company still needs a person to check three systems before anyone gets paid?
Sources
For your next steering committee
- 1Ask when systems of this kind in your landscape were last patched, and who confirms it.
- 2Ask which finance and ERP accounts can be reached from outside, and how each sign-in is protected.
- 3Ask how long a restore took the last time it was tested.
Issue 01 of the ERP LEADERS brief puts a timeline, the three-number review and six questions on one page. Read issue 01
Welcome back. · Issue 01
