Telstra deploys Salesforce Agentforce for AI-powered customer service

Australian telco Telstra has rolled out Salesforce's Agentforce platform to automate customer service and internal processes. AI agents already support over 1,000 contact centre representatives, handling routine queries and security permission checks.

• Agentforce automates customer queries and Salesforce permission monitoring
• AI agents support over 1,000 Telstra contact centre representatives
• Telstra plans AI agents for billing and B2B email triage
• Salesforce expects lower operational costs and hundreds of thousands of routine queries resolved yearly