Telstra and Microsoft Frontier Company have built an AI agent to handle customer migration billing reconciliation, matching payments across legacy and new platforms, Microsoft said in a blog post. The agent has supported more than 272,000 service migrations and achieves better than 95% accuracy in production.
Microsoft Frontier Company is an AI implementation and consulting unit launched at the start of July. The blog post described the migration payment agent as evidence of Telstra deploying agentic AI at enterprise scale, with goals including transforming complex operations, improving customer outcomes and building reusable AI capabilities.
Three core functions are built into the agent: spotting inconsistencies across systems, suggesting corrective actions, and generating enriched cases that humans then review. Microsoft stated that the solution protects and compounds Telstra's operational intelligence while maintaining operational trust and governance through human-in-the-loop validation.
Telstra is also using agentic AI to interrogate customer data to ease pressure on frontline call centre operations, and Salesforce-powered AI agents are being used to support compliance with its customer service guarantee obligations. The company has created an enterprise-wide AI leadership role held by Dayle Stevens.
For Telstra operations staff, the AI agent handles reconciliation work across old and new billing platforms during customer migrations, with human reviewers retaining oversight through enriched cases generated by the agent.
Official statements: Blogs
Reporting: iTnews, The Motley Fool Australia
Written by Pick & Scroll News from the reporting and documents linked above.
