GenAI-Powered Asynchronous Messaging, Available 24 x 7, Caters to Modern Customer Expectations While Reducing Operational Costs
TELUS International, soon to rebrand as TELUS Digital Experience, is revolutionizing customer support with GenAI-powered asynchronous messaging. The company has developed TELUS Expert Messaging, a 24/7 support tool integrated into the My TELUS app, eliminating wait times associated with traditional customer service channels.
This innovative solution, built on Amazon Web Services (AWS) using Local Measure's Engage platform, combines AI efficiency with personalized human support. It allows customers to start, pause, and resume conversations at their convenience, while enabling providers to triage queries effectively.
The system prioritizes data privacy and ethical standards, incorporating Privacy by Design principles. TELUS Expert Messaging is currently available in English, with a French version planned for Q4. This development aligns with TELUS' strategy to differentiate itself through premium digital experiences and responsible digital transformation.
TELUS International, che presto cambierà nome in TELUS Digital Experience, sta rivoluzionando il supporto clienti con la messaggistica asincrona potenziata da GenAI. L'azienda ha sviluppato TELUS Expert Messaging, uno strumento di supporto attivo 24/7 integrato nell'app My TELUS, eliminando i tempi di attesa associati ai canali di servizio clienti tradizionali.
Questa soluzione innovativa, costruita su Amazon Web Services (AWS) utilizzando la piattaforma Engage di Local Measure, combina l'efficienza dell'IA con un supporto umano personalizzato. Permette ai clienti di avviare, mettere in pausa e riprendere le conversazioni quando desiderano, consentendo così ai fornitori di gestire le richieste in modo efficace.
Il sistema dà priorità alla privacy dei dati e agli standard etici, incorporando i principi di Privacy by Design. TELUS Expert Messaging è attualmente disponibile in inglese, con una versione francese prevista per il quarto trimestre. Questo sviluppo è in linea con la strategia di TELUS di differenziarsi attraverso esperienze digitali premium e trasformazioni digitali responsabili.
TELUS International, que pronto se rebrandeará como TELUS Digital Experience, está revolucionando el soporte al cliente con la mensajería asincrónica impulsada por GenAI. La empresa ha desarrollado TELUS Expert Messaging, una herramienta de soporte disponible 24/7 integrada en la app My TELUS, eliminando los tiempos de espera asociados a los canales de servicio al cliente tradicionales.
Esta solución innovadora, construida sobre Amazon Web Services (AWS) utilizando la plataforma Engage de Local Measure, combina la eficiencia de la IA con un soporte humano personalizado. Permite a los clientes iniciar, pausar y reanudar conversaciones a su conveniencia, mientras que facilita a los proveedores la gestión efectiva de consultas.
El sistema prioriza la privacidad de los datos y los estándares éticos, incorporando los principios de Privacy by Design. TELUS Expert Messaging está actualmente disponible en inglés, con una versión en francés planificada para el cuarto trimestre. Este desarrollo se alinea con la estrategia de TELUS de diferenciarse a través de experiencias digitales premium y una transformación digital responsable.
TELUS International는 곧 TELUS Digital Experience로 재브랜딩하며 GenAI 기반 비동기 메시징으로 고객 지원에 혁신을 일으키고 있습니다. 이 회사는 전통적인 고객 서비스 채널과 관련된 대기 시간을 없애는 24/7 지원 도구인 TELUS Expert Messaging을 개발했습니다. 이 도구는 My TELUS 앱에 통합되어 있습니다.
이 혁신적인 솔루션은 Amazon Web Services (AWS)를 기반으로 Local Measure의 Engage 플랫폼을 사용하여 구축되었으며, AI의 효율성과 개인화된 인간 지원을 결합합니다. 이를 통해 고객은 편의에 따라 대화를 시작하고, 일시 중지하고, 재개할 수 있으며, 제공자는 효과적으로 쿼리를 분류할 수 있습니다.
이 시스템은 데이터 프라이버시와 윤리 기준을 우선시하며, Privacy by Design 원칙을 통합하고 있습니다. TELUS Expert Messaging는 현재 영어로 제공되며, 4분기에 프랑스어 버전이 계획되어 있습니다. 이 개발은 프리미엄 디지털 경험과 책임 있는 디지털 혁신을 통해 차별화하고자 하는 TELUS의 전략과 일치합니다.
TELUS International, qui va bientôt changer de marque pour TELUS Digital Experience, révolutionne le support client grâce à la messagerie asynchrone alimentée par GenAI. L'entreprise a développé TELUS Expert Messaging, un outil de support disponible 24h/24 et 7j/7, intégré à l'application My TELUS, éliminant les délais d'attente associés aux canaux de service client traditionnels.
Cette solution innovante, construite sur Amazon Web Services (AWS) en utilisant la plateforme Engage de Local Measure, combine l'efficacité de l'IA avec un soutien humain personnalisé. Elle permet aux clients de commencer, mettre en pause et reprendre les conversations à leur convenance, tout en permettant aux fournisseurs de trier efficacement les requêtes.
Le système priorise la confidentialité des données et les normes éthiques, intégrant les principes de Privacy by Design. TELUS Expert Messaging est actuellement disponible en anglais, avec une version française prévue pour le quatrième trimestre. Ce développement est en accord avec la stratégie de TELUS de se différencier par des expériences numériques premium et une transformation numérique responsable.
TELUS International, das bald unter TELUS Digital Experience firmieren wird, revolutioniert den Kundenservice mit GenAI-unterstützter asynchroner Messaging. Das Unternehmen hat TELUS Expert Messaging entwickelt, ein 24/7-Support-Tool, das in die My TELUS-App integriert ist und die Wartezeiten traditioneller Kundenservice-Kanäle beseitigt.
Diese innovative Lösung, die auf Amazon Web Services (AWS) basiert und die Engage-Plattform von Local Measure nutzt, kombiniert die Effizienz von KI mit personalisiertem menschlichen Support. Kunden können Gespräche nach Belieben starten, pausieren und fortsetzen, während die Anbieter Anfragen effektiv verwalten können.
Das System legt Wert auf Datenschutz und ethische Standards und integriert die Prinzipien von Privacy by Design. TELUS Expert Messaging ist derzeit auf Englisch verfügbar, mit einer französischen Version, die für das vierte Quartal geplant ist. Diese Entwicklung steht im Einklang mit TELUS' Strategie, sich durch hochwertige digitale Erlebnisse und verantwortungsvolle digitale Transformation zu differenzieren.
- Introduction of TELUS Expert Messaging, a 24/7 asynchronous customer support tool
- Partnership with AWS and Local Measure to enhance customer service efficiency
- Potential for reduced operational costs through AI-powered customer support
- Expansion of language support with French version planned for Q4
- None.
Insights
TELUS International's introduction of GenAI-powered asynchronous messaging represents a significant leap in customer service technology. This innovation addresses two critical aspects: customer convenience and operational efficiency. By allowing customers to engage in flexible, 24/7 conversations, it caters to modern expectations of instant, on-demand service. From a business perspective, the AI-fueled system can potentially reduce handling times and improve first contact resolution rates, leading to substantial cost savings.
The integration of Amazon Connect and Bedrock showcases a robust technological foundation, leveraging cloud capabilities and advanced AI models. This could position TELUS as a leader in AI-driven customer experience, potentially attracting more clients in the competitive telecom market. However, the success of this system will largely depend on the quality of AI responses and the seamless handoff between AI and human agents when necessary.
The launch of TELUS Expert Messaging aligns with the growing trend of digital-first customer service strategies. This move could significantly enhance TELUS's competitive position in the telecom market. By offering 24/7 support without wait times, TELUS addresses a major pain point for consumers, potentially increasing customer satisfaction and loyalty.
From a market perspective, this innovation could set a new standard in the industry, forcing competitors to adapt or risk losing market share. The emphasis on personalization and convenience resonates with current consumer preferences, particularly among younger demographics. However, the success of this strategy will depend on widespread adoption by customers and the system's ability to handle complex queries effectively. If successful, it could lead to reduced churn rates and increased customer lifetime value for TELUS.
The implementation of AI-powered asynchronous messaging has significant financial implications for TELUS. By potentially reducing operational costs associated with traditional customer service channels, this technology could lead to substantial savings in the long term. The
However, the initial investment in developing and implementing this technology, including partnerships with Amazon Web Services and Local Measure, likely represents a significant upfront cost. The financial success of this initiative will depend on the balance between these costs and the realized operational savings. If effective, this could lead to improved profit margins in TELUS's customer service operations. Investors should monitor key metrics such as customer acquisition costs, retention rates and overall customer service expenses in the coming quarters to gauge the financial impact of this innovation.
TELUS Expert Messaging, part of the My TELUS app, eliminates wait times associated with traditional phone and live chat queues
TELUS Expert Messaging provides instant support, anytime, anywhere (Photo: Business Wire)
“To succeed on a sustainable basis in today’s competitive market, brands constantly need to find new ways to meet both their customers’ and their business’ needs. Generative AI-fueled solutions are key to making this possible by enhancing first contact resolution, reducing handling times driving operational efficiencies and adding or improving customer channels,” said Tobias Dengel, President of WillowTree, a TELUS International Company. “Asynchronous messaging, with its always on, self-serve functionality and the high-quality, personalized resolutions it engenders from agents, drives customer satisfaction while lowering cost to serve.”
In order to protect against potential vulnerabilities and ensure a secure customer environment, asynchronous messaging systems must be built upon a strong foundation of data privacy and ethical standards. Incorporating Privacy by Design principles, and undergoing extensive risk mitigation testing are key to protecting user data and ensuring their ongoing security and trustworthiness.
“As the AI-fueled customer experience partner of choice, our responsible approach combines the best of human support and technology to solve our clients’ more pressing challenges,” said Monty Hamilton, Chief Product and Marketing Officer, TELUS International. “Our knowledge and expertise in the field of AI are cumulative. We are constantly learning and growing from the challenges we face and the partners with whom we collaborate and we integrate key components into our enterprise-grade GenAI engine, Fuel iX, in order to provide our clients with best-in-class digital CX transformations.”
Elevating TELUS’ premium digital experience above-the-line as a customer-first differentiator
A leading Canadian telecommunications provider and global technology company, TELUS, has partnered with its subsidiary TELUS International for nearly 20 years to support the ongoing evolution of its customer and employee experiences and operations, to become a fully digital and cloud-native organization.
“TELUS continues to advance innovative customer-first solutions tailored to meeting our customers where, when and how they want, and our partners at TELUS International and WillowTree are instrumental in this effort,” said Zainul Mawji, Executive Vice President and President of TELUS Consumer Solutions. “This partnership has introduced a first-class messaging system expertly blending AI efficiency with the best of personalized human support. We continue to set ourselves apart, advancing in our journey of responsible digital transformation with a steadfast focus on customer experience.”
TELUS Expert Messaging was developed using Engage by Local Measure, an intelligent, pre-built cloud contact center platform built on Amazon Web Services (AWS), to assist agents and provide more personalized omnichannel customer interactions. Engage integrates with Amazon Connect to seamlessly combine customer communications, Amazon Bedrock and machine learning into a single interface. Engage assists agents and improves customer interactions, providing a personalized omnichannel experience.
“Local Measure was delighted to partner with TELUS International and WillowTree, a TELUS International Company, using our Engage platform for TELUS Expert Messaging,” said Jonathon Barouch, CEO and Founder of Local Measure. “Together, we've reimagined the service experience for TELUS, providing an intuitively designed, single-pane-of-glass and incorporating GenAI-powered agent assistance to boost efficiency across all modern communication channels. With the addition of our asynchronous messaging capability, TELUS can now provide even more efficient and seamless interactions for its customers, setting a new standard in customer service.”
“Amazon Connect is built to help non-technical business leaders or experienced administrators instantly and easily optimize the customer experience in just a few clicks, and we are proud to enable TELUS Expert Messaging in this area,” said Pasquale DeMaio, Vice President of Amazon Connect at AWS. “We share TELUS’ vision to deliver more personalized, efficient, and proactive experiences across the channels customers prefer. By using Amazon Connect, with access to leading foundation models on Amazon Bedrock, we are proud to help TELUS stay ahead of changing customer expectations by delivering real-world results with generative AI.”
TELUS Expert Messaging is available in English, with a French version set to launch on MyTELUS app in the fourth quarter.
Learn how TELUS International and WillowTree, a TELUS International Company, can help your business elevate its customer experience with comprehensive AI solutions and expert consulting, and reduce its cost to serve by improving operational efficiencies at every stage of the customer journey. Reach out today to learn more and unlock the potential of Fuel iX for all industries and inquire specifically about accelerators available to media and communications brands to further expedite CX deployments.
About TELUS International
TELUS International, rebranding to TELUS Digital Experience (TELUS Digital) later in the third quarter (NYSE & TSX: TIXT), designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across strategic industry verticals, including tech and games, communications and media, ecommerce and fintech, banking, financial services and insurance, healthcare, and others.
TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. Since 2007, the company has positively impacted the lives of more than 1.2 million citizens around the world, building stronger communities and helping those in need through large-scale volunteer events and charitable giving. Five TELUS International Community Boards have provided
View source version on businesswire.com: https://www.businesswire.com/news/home/20240815355909/en/
TELUS International Investor Relations
Olena Lobach
ir@telusinternational.com
TELUS International Media Relations
Ali Wilson
media.relations@telusinternational.com
Source: TELUS International
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