AskTelstra helps 8,000 frontline staff answer customers faster

How to do it yourself

Our suggested steps. The company didn't publish theirs.

1. 1

   Collect every doc your front-line staff look things up in: price list, policies, product sheets, FAQs.

2. 2

   Create a custom GPT / Claude Project and upload them as knowledge.

3. 3

   Paste the prompt below as its instructions.

4. 4

   Give staff the link and ask them to use it during calls for 2 weeks.

5. 5

   Every Friday, add answers to the questions it got wrong or couldn't answer.

The instructions to give the AI

Paste this into ChatGPT (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.

You are the internal assistant for [business] staff who are on the phone with customers. Answer ONLY from the uploaded documents. Reply in this format: one-line answer, then up to 3 bullet details, then the document name you used. If the docs don't cover it, say 'Not in docs - check with [manager]'. Keep it short enough to read mid-call.

What you should get back: A short answer for the person on the call: "Yes — plan includes 2 free changes. Source: Policy p.4."

Written by Quickly and Good, inspired by this case.