Telstra uses Microsoft AI agent to reconcile billing across 272,000 migrations
Telstra is a customer of Microsoft Frontier Company and has built an AI agent that untangles billing and payment mismatches when customers move between old and new platforms. Microsoft says the agent supports more than 272,000 service migrations at 95 per cent-plus accuracy in production.
Telstra has worked with Microsoft's new AI implementation and consulting unit to build an agent that handles billing and payment reconciliation during customer migrations, iTnews reported on Wednesday 28 October 2026. Microsoft says the agent already supports more than 272,000 service migrations and gives recommendations at 95 per cent-plus accuracy in production.
Microsoft calls the unit Microsoft Frontier Company and launched it at the start of July. A Microsoft blog post presented the agent as a response to one of the hardest parts of migrating customers: lining up billing and payments between legacy and new platforms.
According to Microsoft, the agent draws on information from both sets of systems to flag inconsistencies early, suggest fixes and assemble enriched cases for people to review. Microsoft also framed the agent as evidence of Telstra's commitment to run agentic AI and to "build reusable AI capabilities".
Around the time the Microsoft unit launched, Telstra set up a company-wide AI leadership position, which Dayle Stevens holds. Telstra has also put in place a real-time monitoring tool for AI cost and governance, called an "AI control plane", to keep closer watch on deployments. iTnews said it was recently revealed that Accenture helped build the control plane.
iTnews noted that Telstra is publicising more of the AI uses that deliver operational value. Those include agentic AI that searches customer data to take load off frontline call centres, and Salesforce-powered AI agents that help it meet customer service guarantee obligations.