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Superloop wins 2026 TIE Award for innovation with Teddy, its next-generation AI assistant

Superloop has been named the winner of the 2026 Telecommunications Industry Excellence (TIE) Award for Innovation in Networks, Products and Technology (Large) for Teddy, its next-generation AI assistant.

July 17, 2026
Kristen Patchett, Head of Brand & Communications

The Telecommunications Industry Excellence Awards recognise outstanding achievement across Australia’s telecommunications sector, celebrating the organisations and innovations helping shape the future of the industry.

Teddy was developed to give Superloop customers fast, reliable and helpful support at their fingertips. Available through the Superloop App, Teddy helps customers get more from their Superloop services by providing real-time assistance across common support needs.

Unlike a typical chatbot, Teddy takes action. Teddy can diagnose issues, run tests, manage account requests, process plan changes and connect customers to a human agent when needed.
Jason Qu
General Manager Data and AI - Superloop

Since launching in August 2025, Teddy has handled more than 500,000 customer conversations and currently resolves around 67% of issues without the need for a call or human intervention. AI-powered interactions have also achieved a customer experience score of 7.0, compared to 6.6 for agent-supported chats.

Teddy’s capability comes from its deep integration with Superloop’s systems. It can process requests in real time, create service tickets, run network diagnostics and help customers resolve issues faster. It is also purpose-built for the Australian telecommunications environment, with an understanding of NBN technology types, local addresses, customer account requirements and Superloop’s product suite.

By combining automation, technical capability and customer-first design, Teddy is helping improve support experiences while enabling Superloop’s teams to focus on more complex customer needs.

Superloop’s win at the 2026 TIE Awards reflects its ongoing focus on innovation, customer experience and smarter digital service delivery.

Written by

Kristen Patchett
Head of Brand & Communications

I'm driven by a passion for culture, communication and connection. I bring Superloop’s values and stories together to build a brand that unleashes possibilities.

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