When your internet drops out, you don’t want a maze of menus, you want a fix. So we built Teddy to make getting help feel easy, fast, and genuinely useful.
So, what (or whom) is Teddy?
Teddy is Superloop’s next‑generation AI assistant, built into the Superloop app and website to deliver fast, reliable support. It’s deeply connected to our core systems and works alongside our award‑winning diagnostic tool,Refreshify,which means Teddy can do more than answer questions. It can complete tasks in real time.
Available 24/7, Teddy can escalate to a human agent when needed. It also keeps you in the loop with clear explanations and progress updates, because we’re here to make the complex simple and own it when something goes wrong. 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
Not your average telco chatbot
A lot of telco chat is great at FAQs, and not much else. If you need something done, you’re usually sent to a phone queue. Teddy raises the bar by connecting conversation to resolution, including testing, booking, ordering and account changes, so digital support becomes a true end‑to‑end service channel at scale. And when it’s complex or sensitive, you can still jump to a human.
It’s not just chat. It’s help that takes action. Teddy can troubleshoot internet and mobile plans, diagnose connection issues, run checks across the NBN, and take the next step for you, like creating a fault ticket when needed. It also handles everyday self‑serve tasks like account updates, orders and plan changes.
Teddy is trained specifically on Australian telecommunications, including local addresses, hardship policies, NBN technology, and Superloop’s product suite. It understands the nuances of FTTP vs FTTC, can interpret diagnostics, and knows when a customer might need a fibre upgrade. It also handles sensitive account data securely, verifies identity appropriately, and follows strict compliance rules. That’s how we unleash possibilities with AI, without compromising on trust.
Built the Superloop way
Plenty of Australian telcos offer phone support, or chatbots with limited integration, so a human still needs to step in for most requests. Teddy is different. It’s connected to 25+ account and service functions and can provide end‑to‑end support in 100+ languages.
We built Teddy to solve real customer pain points, not to bounce people around. It’s a core service channel that helps us do what matters for customers, while our teams focus on the trickier stuff. Under the hood, it’s backed by deep system integration, continuous optimisation, and customer experience measures built into how we run support.
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”, said Jason Qu, General Manager of Data and AI at Superloop. “When it’s complex or sensitive, we make it easy to bring in a human.
