GenAI-Powered Asynchronous Messaging, Available 24 x 7, Caters to Modern Customer Expectations While Reducing Operational Costs

Rhea-AI Summary

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.

Positive

• 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

Negative

• None.

Tech Expert

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.

Market Research Analyst

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.

Financial Analyst

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 24/7 availability without increased staffing costs is particularly noteworthy.

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

VANCOUVER, British Columbia--(BUSINESS WIRE)-- TELUS International, rebranding to TELUS Digital Experience (TELUS Digital) later in the third quarter (NYSE and TSX: TIXT), is at the forefront of digitally transforming customer journeys for media and communications companies, including designing, building and implementing asynchronous messaging capabilities as part of an end-to-end, AI-fueled experience. Asynchronous messaging provides flexible two-way interactions that enable customers to start, pause and pick up conversations when it is most convenient for them, while simultaneously giving media and communications providers greater flexibility to triage and diagnose customer queries to provide thoughtful, accurate and personalized responses. Developed by TELUS International, TELUS Expert Messaging is a cutting edge customer support tool seamlessly incorporated into the company’s existing My TELUS app. The new tool lets TELUS customers access human support whenever it is most convenient for them, 24x7, by sending a message from their mobile device and receiving a notification when an expert has responded, often resolving their inquiry in a single message. The flexible and convenient asynchronous chat feature 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 $5.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

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

FAQ

What is TELUS Expert Messaging and how does it benefit customers?

TELUS Expert Messaging is a 24/7 asynchronous customer support tool integrated into the My TELUS app. It allows customers to send messages at their convenience, eliminating wait times associated with traditional phone and live chat queues, and often resolving inquiries in a single message.

How is TELUS International (TIXT) incorporating AI into its customer service solutions?

TELUS International is using GenAI-powered solutions, including its Fuel iX engine, to enhance first contact resolution, reduce handling times, drive operational efficiencies, and improve customer channels. This AI integration aims to provide personalized, efficient customer experiences while lowering costs.

When will TELUS International (TIXT) rebrand to TELUS Digital Experience?

TELUS International is set to rebrand to TELUS Digital Experience later in the third quarter of the current year.

What technology partners is TELUS International (TIXT) working with for its asynchronous messaging solution?

TELUS International is partnering with Amazon Web Services (AWS) and Local Measure. The solution uses Local Measure's Engage platform, built on AWS, and integrates with Amazon Connect and Amazon Bedrock for enhanced customer interactions and GenAI-powered agent assistance.