Telstra uses Microsoft AI agent to reconcile migration payments
Microsoft says the agent supports more than 272,000 service migrations, with recommendation accuracy above 95%.
By Quang Dinh
Telstra is using an AI agent developed through a partnership with Microsoft to help reconcile customer bills and payments during service migrations. Microsoft said the system supports more than 272,000 service migrations and delivers recommendations with accuracy of 95 per cent-plus in production.
The work involves Microsoft Frontier Company, an AI implementation and consulting unit Microsoft launched at the start of July. The agent helps reconcile payments and billing between older systems and new platforms.
Microsoft said the technology identifies discrepancies, suggests corrections and prepares cases with additional information for people to review. It described the deployment as part of Telstra’s efforts to develop reusable AI capabilities.
Telstra has also established a company-wide AI leadership position, held by Dayle Stevens. Separately, it has deployed an AI control plane for real-time monitoring of AI costs and governance, with Accenture helping to establish the tool.
Other Telstra deployments include agentic AI that examines customer data to reduce pressure on frontline call centre operations. The telco also uses Salesforce-powered AI agents to help meet its customer service guarantee obligations.
