TPG Telecom makes enterprise data searchable with Copilot trial

TPG Telecom has taken its first steps with generative AI by kicking off a cross-team trial of Microsoft Copilot.

Mark Samuel, TPG Telecom

The telco has opened the Microsoft 365 tool to “a small cohort” of employees from multiple business units.

Speaking to iTnews, TPG's head of workplace Mark Samuel said that while the telco is taking a “measured” approach to Copilot, it intends to get as “much exposure [for the tool] across the organisation as possible”.

“We’re focusing on the areas that show benefit and prioritise there,” he said.

“We want to link it to our business needs and make sure we get the most out of it.”

Commenting on the potential use cases for TPG, Samuel said GenAI could play a useful role for employees who “need to synthesise large data sets” and perform comparative analysis of data.

In particular, it will help facilitate easier access to information for TPG’s 3000-plus workforce, removing the limitations previously encountered with finding files and data through SharePoint for example, Samuel said.

“It’s joining multiple data sources together, bringing data to people easier. It clears up those known unknowns; when you know there is a document with information, but you don’t know where to find it, a search bar is only so effective, whereas AI is pulling that information out.

“We’re cutting horizontally through the organisation,” he added. “We see the generative AI from a macro view... being able to provide data access to people in the company quicker through the use a LLM (large language model) as an interface rather than needing to search SharePoints or intranets."

In addition, Samuel envisioned Copilot to help with accelerating the distribution of notes to employees following, for example, a large workshop or meeting. This, he said, could provide more accurate records of the meeting and free up employees’ days.

Fit for purpose

TPG is currently undergoing a major tech transformation across its entire organisation. The telco saw 43 systems decommissioned in 2023 and moved 37 applications to the cloud, with another 40 to migrate this year.

Following its move to new headquarters in Sydney last year, TPG has overhauled its team collaboration and video conferencing systems as part of this system consolidation.

As a result, both its Sydney HQ and Melbourne offices have been fitted out with Cisco room systems, both EQ and Room Bar, which includes system cameras, microphones and noise removal – all integrated with Microsoft 365, including Word, Outlook and Teams,

“Part of our simplification process means de-duplication,” Samuel said. “This consolidated multiple video conferencing platforms down into one. It means that all our offices in a post-merged world are on the same platform.

“It’s good for staff travelling to interstate offices and being familiar with the technology. All the offices have the same fit-out, whereas before they had to be across different fit-outs.”

Of particular use to employees is Cisco EQ’s presence detection in meeting rooms, allowing other staff members to know if a room is free or not.

The video conferencing’s AI features, which include camera framing and zooming in on whoever is speaking, have also improved the meeting experience, Samuel said.

“In the past, there was a bit of a gap between what you saw when you dialled into a meeting,” he said.

"It could be a bit disconnected. Now, the feedback has been that you really do feel part of [the meeting. You don’t miss out on seeing the emotions and the facial expressions.

"Before, you had the wide-angle lens and people at the back of the table were hard to see, whereas now you’re all front and centre.”