Telstra Leads Australian Telecoms in AI-Driven Issue Resolution

Australia's telecommunications sector has recorded the biggest turnaround in AI customer service performance of any local industry in 2026. Telcos - once the industry with the longest average hold times - now lead all sectors in issue resolution speed, averaging 2.4 days from contact to resolution.

In 41% of cases, issues are resolved in under one hour. ServiceNow's March 2026 consumer research across Australia attributed the improvement directly to AI and automation investments by carriers including Telstra.

The contrast with other industries is stark. Utilities and government services continue to record the slowest resolution times. Telstra has not disclosed specific platform details, but has confirmed sustained investment in AI-assisted agent tools and automated billing query resolution since 2024.

The results represent a significant reputational shift for an industry that was previously cited as a top source of Australian consumer frustration.