Telstra builds AI agent to reconcile billing across legacy and new platforms
Telstra's agent, built with Microsoft's new Frontier Company unit, supports more than 272,000 service migrations and delivers recommendations at 95 per cent-plus accuracy in production, Microsoft said.
Telstra has become a named customer of Microsoft Frontier Company, a consulting and AI delivery unit Microsoft started in early July, iTnews reported on Wednesday 28 October 2026. The work so far has produced an agent to help with customer migrations, which Microsoft described in a blog post as a tool for reconciling billing and payments between legacy and new platforms.
Microsoft said the agent draws on data from both sets of systems to spot inconsistencies, suggest fixes and assemble enriched cases for staff to review. It said the agent already supports more than 272,000 service migrations, with recommendations at 95 per cent-plus accuracy in production. Microsoft framed the agent as evidence of Telstra's commitment to run agentic AI and "build reusable AI capabilities".
Dayle Stevens holds a newly created Telstra role with enterprise-wide responsibility for AI, set up around the time the Microsoft unit launched. The carrier has also put in place a real-time monitoring tool for AI costs and governance, which it calls an "AI control plane", to keep closer watch on deployments. It was recently revealed that Accenture helped build the control plane.
Telstra is publicising more of its AI uses where it sees operational value. It is known to use agentic AI to query customer data and relieve pressure on its frontline call centres, and Salesforce-powered AI agents to help it meet customer service guarantee obligations.