How Telstra is building AI capability across its workforce

The real magic happens when our teams and AI work together. 

That's why we're making sure we get that balance right – using technology to handle repetitive tasks and crunch data, while our employees provide the human empathy, creativity and expertise that machines can't.

How we're equipping 22,000+ employees with AI skills

To help our employees adapt and thrive in an AI-powered world, we're investing heavily in tools, training and upskilling. One big step has been rolling out Microsoft 365 Copilot across the company. We've rolled out over 18,000 Copilot licenses and so far, about 80% of those with access use Copilot every week as part of their daily work.

Now that it's widely available, we estimate tens of thousands of hours are being saved across Telstra every month, giving our people back time to focus on more meaningful work.

We're also upskilling our workforce through our Data & AI Academy – a program offering curated learning pathways based on different personas, from tech specialists to leaders and broader business roles. More than 22,000 Telstra employees have completed at least one course through the Academy so far, including almost 9,000 in just the first half of this financial year.

Crucially, these tools and training programs are already making a difference on the ground. For example, our frontline staff in stores and contact centres use an AI-powered knowledge search tool called Ask Telstra to quickly find answers for customers.

Over 8,000 team members use Ask Telstra, and collectively they've asked it more than 2 million questions so far. As a result, customers are spending less time on hold – on average our agents now save over a minute per call, which means faster, better service.

Our engineering teams are also using GitHub Copilot to reduce time spent on repetitive coding and testing, speed onboarding for new engineers, and improve test coverage and document consistency.

For example, the team can use it to create custom instructions, ensuring Copilot provides suggestions that align with our unique architectural patterns and best practices. Teams can also use it to generate relevant test cases for their code, so they can engineer smarter, faster, and with more confidence.

One thing is clear: AI works best when it's used to amplify human potential.

Planning for the future workforce

We're also being honest about what's ahead. AI will change the shape of our workforce. Some roles will evolve, some may no longer be needed, and new ones will emerge. We don't have all the answers yet, but we're committed to supporting our people through the change. That means reskilling, open conversations, and learning as we go.

One thing is clear: we can achieve exciting things when we combine new technology with the skills and experience of our people.