TPG Telecom plans customer-triggered AI tools for service faults
The proposed tools would show customers how their services are performing and could create trouble tickets without a phone call.
By Quang Dinh
TPG Telecom wants customers to launch AI agents that can investigate and address service faults, potentially removing the need to phone its contact centre. The company’s general manager of technology operations, Gaston De Arriba, outlined the proposed capability at Cisco Live! in Melbourne.
De Arriba said customers would be able to check performance on their screens and receive advice about adjustments they could make themselves. The system could also open a trouble ticket with the contact centre.
TPG already uses AI agents to assist contact centre employees. De Arriba said the tools bring together network performance measures, incidents, changes and complaints to diagnose customer problems in real time. They suggest information for staff to pass on and technical remedies for the network.
Customer churn was down around 40 per cent in the groups where TPG was using agentic AI, De Arriba said. He also said acting proactively for customers had reduced calls to contact centres.
The work follows TPG’s deployment of Splunk tools in March, intended to improve oversight of its networks and IT environment and support faster fault detection and resolution.
De Arriba said TPG was expanding its use of agents cautiously, with limits on how they operate. He identified customer experience and security as priorities, particularly as direct customer interaction develops, and warned that wider deployment could quickly increase operating costs.
