Telstra is deploying Salesforce’s agentic AI platform to automate high-volume processes across interim services, refunds and security compliance, reducing time spent on manual tasks and freeing its team up to better support customers.
The rollout already covers millions of customer interactions a year, with new AI agents in production supporting more than 1,000 contact centre representatives.
SYDNEY, 22 September, 2026 – Salesforce (NYSE: CRM), the #1 AI CRM, today announced that Telstra, Australia’s leading telecommunications company, is deploying Agentforce to improve customer experiences, empower its people and prepare for the next era of AI, while maintaining strong human accountability and governance.
Telstra operates one of Australia’s largest contact centres, managing millions of customer interactions each year, and is using Salesforce’s Agentforce to drive improvements and targeted automation, with existing and planned use cases across product intelligence, business customer contracts, sales coaching and billing cycles.
Putting AI to work for customers
Several use cases are already live, enabling Telstra to automate high-volume processes – such as security permissions, and interim service and refund management – that were previously complex, manual tasks. Streamlining and automating common customer queries and back-end processes is freeing this workforce to better connect with customers and resolve more complex cases.
Current use cases include:
- An interim service agent that automates the end-to-end process of helping customers stay connected while they wait for their fixed service to be restored. Agentforce is used throughout a guided workflow to validate eligibility, calculate refund amounts, and monitor for restoration of a customer’s service before applying the refund and updating customer records. This reduces the administrative load on more than 1,000 contact centre representatives, ensuring accuracy and faster outcomes while helping Telstra maintain compliance with NBN and Customer Service Guarantee standards.
- A security permissions agent which continuously and autonomously monitors user access, system configurations, and permissions across the Salesforce environment. Rather than relying on manual audits, the AI agent identifies high-risk permissions and analyses access patterns to provide rapid visibility into potential security risks, significantly reducing the effort required for routine compliance and governance activities.
“AI is critical to delivering better experiences for our customers and improving the way we work,” said Amy Childs, Customer Service Executive, Telstra. “Agentic AI is the next phase of AI at Telstra, but our people remain accountable and core to customer service delivery. Combining Agentforce’s agentic AI capabilities with our team’s knowledge of what our customers need, we’re enabling smarter, more personalised customer interactions while delivering a step-change in service efficiency.”
“By automating complex, manual processes like interim refunds, Agentforce is helping us improve efficiency and accuracy across our contact centres,” said Childs. “More importantly, it shifts the focus of our frontline teams from administrative processing to delivering meaningful support to our customers.”
“We’re proud to support Telstra to become an agentic enterprise. Starting with these high-impact use cases across customer service and security permissions, Telstra is demonstrating how AI agents can deliver immediate value, enhance customer experiences, and drive business transformation at scale,” said Frank Fillmann, EVP and GM, Australia and New Zealand, Salesforce.
“We’ve worked with Telstra for over 10 years and today we are seeing the real benefit of pairing deterministic systems with the power of probabilistic AI models. Trusted AI agents are supporting over 1,000 contact centre representatives to be more productive and deliver better customer experiences all in the flow of work.”
An agentic enterprise for the future
Telstra’s Agentforce roadmap includes a billing and payments capability to assist the customer service team with high-volume requests, and an email triage agent to reduce manual inbox handling and improve response times within its B2B sales teams.
Together, these AI agents are expected to reduce operational costs and are projected to resolve hundreds of thousands of routine enquiries annually, easing the load on Telstra’s team so they can focus on higher-complexity customer needs.
“We are thoughtfully blending our team’s expertise with AI capabilities, because that’s what will create more space for our people to connect with customers and give them the simplest and best experience with Telstra,” said Childs
Telstra’s use of Agentforce reflects its commitment to responsible AI deployment – equipping its workforce with new tools and enhancing service capabilities, while demonstrating how Australia’s largest telco is using technology to serve customers better at scale.
About Salesforce
Salesforce helps organisations of any size become Agentic Enterprises, integrating humans, agents, apps, and data on a trusted, unified platform to unlock unprecedented growth and innovation. Visit www.salesforce.com for more information.
About Telstra
Telstra is Australia’s leading telecommunications and technology company, offering a full range of communications services and digital solutions across consumer, small business, enterprise, and government customers. We build and operate Australia’s best mobile network, provide the most extensive reach of any telecommunications network in the country, and connect millions of Australians every day. Our purpose is to build a connected future so everyone can thrive
About Salesforce
Salesforce helps organisations of any size become agentic enterprises - integrating humans, agents, apps, and data on a trusted, unified platform to unlock unprecedented growth and innovation.
Visit www.salesforce.com for more information.
