Superloop has unveiled its next-generation AI assistant, Teddy, marking a shift from traditional chatbots toward action-oriented digital support.
Integrated directly into the Superloop app and website, Teddy is designed to diagnose technical issues, manage account changes, and execute service tasks in real time.
Teddy is connected to Superloop’s core systems. It works in tandem with Refreshify, the company’s proprietary diagnostic tool, allowing it to perform NBN line tests, interpret technical diagnostics (such as FTTP vs. FTTC nuances), and create fault tickets without manual intervention.
Teddy can:
- Diagnose network issues and create fault tickets automatically
- Run speed tests, including Wi‑Fi tests on eero modems, and identify dropouts
- Manage your account: view services, check billing, and update account or payment details
- Change plans, including upgrades, downgrades, add‑ons and cancellations
- Order equipment (modems, routers and accessories) and track deliveries
- Arrange technician visits
The assistant is the result of a two-and-a-half-year development cycle by Superloop’s internal data and AI team. Trained specifically on the Australian telco landscape—including local addresses, hardship policies, and NBN technology—Teddy currently supports over 100 languages and is integrated into more than 25 account and service functions.
Jason Qu, General Manager of Data and AI at Superloop, said:
“We built Teddy to take the busywork out of getting help. It’s designed to do the practical stuff customers need, like running checks, making changes and raising a fault, so people can get back online faster. When it’s complex or sensitive, we make it easy to bring in a human.”
The company released performance metrics alongside the launch, noting that Teddy has handled over 500,000 customer conversations across three iterations.
According to Superloop, the AI currently maintains a 67% resolution rate—meaning two-thirds of queries are resolved without human intervention—and boasts a Net Promoter Score (NPS) of approximately 55%.
Mehul Dave, Superloop’s Consumer Group Executive, said:
“When Teddy resolves more support requests end to end, our specialists can spend more time on the complex cases where human expertise matters most. It’s a win for customers and a win for our teams.”