Betsy Shaefer

Telstra is undergoing a massive shift towards digital, infusing AI into their business practices – beginning with revamping their approach to customer service. Dive into the specific challenges Telstra faced from transforming their company culture to proving the success of the initial implementation – the project began with one customer-facing chatbot. In this session, IBM sits down with Telstra for a candid discussion on the Australian telecommunication leader’s journey to AI which:

• Expanded into multiple internal and external use cases
• Collectively saved an estimated ten million dollars and boosted their NPS score
• Expanded their use case to better support internal requests