Telstra uses Microsoft AI agent to reconcile billing on 272,000 migrations
Telstra has been named as a customer of Microsoft Frontier Company, with an AI agent that matches billing and payments between old and new platforms now supporting more than 272,000 service migrations, according to Microsoft.
Telstra has built an AI agent with Microsoft's new implementation and consulting unit to help with customer migrations, iTnews reported on 28 October 2026. Microsoft said the agent is handling more than 272,000 service migrations, with recommendations that are accurate more than 95 per cent of the time in production.
The telco is working with the unit Microsoft calls Microsoft Frontier Company, which the hyperscaler launched at the start of July. A Microsoft blog post described the tool as a migration payment agent aimed at one of the hardest parts of moving customers, which is reconciling billing and payments between legacy and new platforms. Microsoft said the agent draws on data from both sets of systems to flag inconsistencies, suggest fixes and prepare enriched cases for people to review. It also presented the agent as evidence of Telstra's commitment to run agentic AI and "build reusable AI capabilities".
At about the time the unit launched, Telstra set up an AI leadership role covering the whole enterprise, and Dayle Stevens holds it. Telstra has also rolled out a real-time tool for monitoring AI costs and governance across large deployments, known as an "AI control plane". It was recently revealed that Accenture helped stand up the control plane.
iTnews noted that Telstra is publicising more of the AI uses where it sees operational value. It is known to use agentic AI to query customer data and take pressure off frontline call centres. It also uses Salesforce-powered AI agents to help meet its customer service guarantee obligations.