Telus is enhancing its online customer service with generative AI, using a tool powered by Fuel iX and Microsoft Azure OpenAI.
The GenAI customer support tool offers fast and easy responses to customer queries, which Telus says will provide a “more convenient and seamless digital experience.”
Since roll-out began, Telus says the GenAI support tool has already answered more than 50,000 customer queries, helping 28% more customers find information versus conventional site search on their own. Customers with account-specific questions can be directed to Telus agents who are available to help with more complex, personalized service requests.
“We know our customers value their time and convenience, and we’re excited to use the power of generative AI to help them self-serve and make their support experience quicker, easier, and more intuitive,” says Hesham Fahmy, Chief Information Officer at Telus. “Telus is equally committed to our globally-recognized responsible and ethical approach to technology design and data stewardship, and our AI support tool is no exception.”
GenAI is an advanced technology that can create new content, images, and text by learning from existing data and patterns. Telus’ GenAI tool has advanced natural language processing capabilities and accesses more than 1,000 customer support articles to deliver quick and intelligent answers to commonly asked questions, round-the-clock. The tool has been built prioritizing data privacy at every layer of development, adhering to ethical Privacy by Design and Responsible AI principles. Telus GenAI has undergone rigorous risk mitigation testing to identify, evaluate, and safeguard against vulnerabilities.
Telus is the first telecom company in Canada to sign the Government of Canada’s voluntary code of conduct for generative AI, which aims to ensure the transparent, equitable and responsible development and deployment of GenAI technology.
Fuel iX, which powers the tool, is an enterprise-grade AI engine designed by Telus International to help companies deploy and manage customized GenAI solutions at scale faster. It integrates large language models from Microsoft Azure OpenAI Service.
“Telus is embracing the AI opportunity to unlock new possibilities for the customer experience,” says Tom Kubik, General Manager, Enterprise Commercial Industries at Microsoft Canada. “By integrating Microsoft Azure OpenAI Service, Telus can tap into the power of generative AI to offer more convenient and seamless experiences to their customers across Canada.”