Telstra deploys AI agent for billing reconciliation

Telstra has implemented an AI-powered migration payment agent to manage the complexities of reconciling billing and payments between legacy and new platforms. Developed through a partnership with Microsoft Frontier Company, the agent has supported over 272,000 service migrations with a production accuracy rate exceeding 95 percent.

The AI agent identifies inconsistencies across systems, recommends corrective actions, and generates enriched cases for human review. In addition to this deployment, Telstra has established an enterprise-wide AI leadership role held by Dayle Stevens and implemented an AI control plane, built in collaboration with Accenture, to monitor AI costs and governance in real time.