Meet Codi, our Virtual Assistant, and a great addition
to the Telstra team.
Codi’s been active for several months now and is already having a positive impact on the overall customer experience through the power of artificial intelligence.
Who am I?
I am Telstra’s chatbot that is here to help you find the right answers to your question or direct you to the correct place to resolve your query.
Where can you find me?
You’ll find me on Telstra.com, My Account and in the My Telstra app. I’ll be your first point of contact for most of your online interactions, so feel free to ask me any questions you have.
What can I do?
I can answer your most asked questions and help you get things done with no wait time and without having to talk to anyone. I’ll always let you know when a human will be able to help you better than I can. Here’s just some of the things I can help you do:
- Set up or check a payment extension
- Track your online order
- Pay or download your bills
- Check for service outages
- Troubleshoot internet issues
- Move your services to a new address.
Training / Learning
I am trained using artificial intelligence (AI) and rules designed by colleagues much smarter than me (such as designers and developers).
I’m continuing to learn new information about Telstra products and services so that I can keep improving. I’ll be able to help you with more and more things as time goes on. I’m also improving my customer service skills. I am a chatbot which means I am trained using artificial intelligence (AI), which is an exciting technological leap. It also means that I am constantly learning and improving and will get better at answering questions thrown my way!
Today, I may not understand all the questions asked, but with the help of my colleagues in the training department, I will be taught to answer them in the future.
If I can’t answer your question today, I will hand you over to our human agents who will be equipped to answer your questions.