Telstra is using an AI agent to reconcile billing and payments as customers move from legacy systems to new platforms.

The agent came out of Telstra’s work with Microsoft Frontier Company, the AI implementation and consulting unit Microsoft launched in July 2026.

What the agent does

  • Compares billing and payment records across old and new systems.
  • Flags inconsistencies and recommends a fix.
  • Creates a detailed case for a person to review before anything changes.

Microsoft says the agent supports more than 272,000 service migrations and that its recommendations are more than 95% accurate in production.

Telstra’s wider AI push

Telstra has created an enterprise-wide AI leadership role, held by Dayle Stevens. With Accenture’s help, it has also set up an “AI control plane” that monitors AI cost and governance in real time.

The company is also using agentic AI on customer data to ease pressure on its call centres, and Salesforce-powered agents to help meet its customer service guarantee obligations.