Krux
April 16, 2026
Australian Telecom Cuts Half Its Support Calls With AI
Published: April 16, 2026 at 12:30 AM
Updated: April 16, 2026 at 12:30 AM
100-word summary
TPG Telecom built an AI system that texts customers about outages before they know something's wrong, cutting incoming support calls in half. The Australian carrier now diagnoses network faults in minutes instead of hours by connecting observability data across its network, security, and customer systems. Customer satisfaction jumps 20% when people get proactive alerts instead of discovering problems themselves. The system started with network monitoring on Splunk and expanded to automate alerts that meet regulatory notification thresholds. Turns out telling customers "we already know and we're fixing it" beats forcing them to call and complain.
What happened
TPG Telecom built an AI system that texts customers about outages before they know something's wrong, cutting incoming support calls in half. The Australian carrier now diagnoses network faults in minutes instead of hours by connecting observability data across its network, security, and customer systems. Customer satisfaction jumps 20% when people get proactive alerts instead of discovering problems themselves. The system started with network monitoring on Splunk and expanded to automate alerts that meet regulatory notification thresholds.
Why it matters
Turns out telling customers "we already know and we're fixing it" beats forcing them to call and complain.