Superloop deploys AI assistant to handle customer support tasks
Australian broadband operator Superloop has launched an AI assistant called Teddy to automate customer support across its digital channels. The tool handles both routine inquiries and operational tasks through the company's mobile app and website.
Teddy connects directly to Superloop's core systems, allowing it to move beyond answering questions. The assistant can diagnose network issues, run speed and connectivity tests, create fault tickets, and manage account details.
The deployment reflects a shift in how telecom operators approach customer service. Rather than routing all inquiries to human agents, Superloop is using the assistant to handle tasks that don't require human judgment, freeing staff for more complex issues.
For customer support teams, tools like this change the work itself. Agents spend less time on repetitive diagnostic steps and more time resolving problems that need troubleshooting expertise or account judgment.
The integration with existing systems is the technical hurdle most operators face. Teddy's connection to Superloop's backend means customers get real-time account information and can complete transactions directly through the assistant-not just receive information.
Superloop's move follows similar deployments by other telecom operators testing AI for first-line support. The business case is straightforward: reduce wait times and ticket volume while keeping resolution times low.
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