TORONTO, May 6 2024 /CNW/ - TELUS is pleased to
announce its new generative AI (GenAI)-powered customer support
tool for TELUS.com – one of the first customer-accessible GenAI
solutions from a Canadian organization. Powered by Fuel iX and
Microsoft OpenAI Service, the GenAI customer support tool offers
fast, easy and intuitive responses to customer queries, providing a
more convenient and seamless digital experience.
Since roll-out began, the GenAI support tool has already
answered more than 50,000 customer queries, helping 28% more
customers find the information they are looking for versus
conventional site search on their own. For added convenience,
customers with account-specific questions can be directed to TELUS
agents who are always 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," said 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 many commonly-asked questions,
providing efficient and round-the-clock support. 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 a global leader in the responsible and ethical use of
AI, and recently won the international Outstanding Organization
2023 prize from the Responsible AI Institute in recognition of its
commitment to fostering trust and benefitting society. It's also
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.
The TELUS GenAI support tool is powered by Fuel iX, an
enterprise-grade AI engine designed by TELUS International to help
companies deploy and manage customized GenAI solutions at scale
faster, and integrates large language models from Microsoft Azure
OpenAI Service.
"TELUS is embracing the AI opportunity to unlock new
possibilities for the customer experience," said 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."
TELUS is committed to delivering cutting-edge technologies to
enhance customer experiences. The collaboration with Microsoft and
TELUS International is a testament to TELUS' technology innovation
in providing connected, humanized and digital-first experiences to
its customers.
For more information, please visit: telus.com/support
About TELUS:
TELUS (TSX: T, NYSE: TU) is a dynamic, world-leading
communications technology company with more than $18 billion in annual revenue and over 18 million
customer connections spanning wireless, data, IP, voice,
television, entertainment, video, and security. Our social purpose
is to leverage our global-leading technology and compassion to
drive social change and enable remarkable human outcomes. Our
longstanding commitment to putting our customers first fuels every
aspect of our business, making us a distinct leader in customer
service excellence and loyalty. The numerous, sustained accolades
TELUS has earned over the years from independent, industry-leading
network insight firms showcase the strength and speed of TELUS'
global-leading networks, reinforcing our commitment to provide
Canadians with access to superior technology that connects us to
the people, resources and information that make our lives
better.
Operating in 32 countries around the world, TELUS International
(TSX and NYSE: TIXT) is a leading digital customer experience
innovator that designs, builds, and delivers next-generation
solutions, including AI and content moderation, for global and
disruptive brands across strategic industry verticals, including
tech and games, communications and media, eCommerce and fintech,
banking, financial services and insurance, healthcare, and
others.
TELUS Health is a global healthcare leader, which provides
employee and family primary and preventive healthcare and wellbeing
solutions. Our TELUS team, along with our 100,000 health
professionals, are leveraging the combination of TELUS' strong
digital and data analytics capabilities with our unsurpassed client
service to dramatically improve remedial, preventive and mental
health outcomes covering more than 69 million lives, and growing,
around the world. As the largest provider of digital solutions and
digital insights of its kind, TELUS Agriculture & Consumer
Goods enables efficient and sustainable production from seed to
store, helping improve the safety and quality of food and other
goods in a way that is traceable to end consumers.
Driven by our determination and vision to connect all citizens
for good, our deeply meaningful and enduring philosophy to give
where we live has inspired TELUS and our team to contribute
$1.6 billion, including 2.2 million
days of service since 2000. This unprecedented generosity and
unparalleled volunteerism have made TELUS the most giving company
in the world. Together, let's make the future friendly.
For more information about TELUS, please visit telus.com, follow
us at @TELUSNews on X and @Darren_Entwistle on Instagram.
Media Contacts:
Emily Piccinin
TELUS Communications
emily.piccinin@telus.com
SOURCE TELUS Communications Inc.