MCE and TELUS Expand Partnership With New Generative AI Venture Following Pilot Success
TELUS and MCE Systems are expanding their partnership following a successful generative AI pilot in Mobile Klinik's Device Checkup mobile app. The pilot, conducted in late fall 2024, showed significant improvements in customer engagement and retail conversion rates.
The AI-enhanced solution, built on Amazon Web Services (AWS), delivered impressive results:
- 4x increase in chatbot-guided user journey engagement
- 3x increase in user actioning of promotional offers
- 1.5x increase in store finder tool usage
The implementation leverages customer device history and diagnostic tests with real-time conversational interaction to drive personalized offers. The solution was deployed in just three months using Amazon's Bedrock platform, addressing the telecommunications industry's challenge where 45% of carriers are investing in AI technology despite integration challenges and ROI concerns.
TELUS e MCE Systems stanno ampliando la loro partnership dopo un pilota di successo sull'IA generativa nell'app mobile Device Checkup di Mobile Klinik. Il pilota, condotto nella fine dell'autunno 2024, ha mostrato miglioramenti significativi nel coinvolgimento dei clienti e nei tassi di conversione al dettaglio.
La soluzione potenziata dall'IA, costruita su Amazon Web Services (AWS), ha fornito risultati impressionanti:
- Aumento di 4 volte nel coinvolgimento degli utenti attraverso il chatbot
- Aumento di 3 volte nell'azione degli utenti su offerte promozionali
- Aumento di 1.5 volte nell'uso dello strumento di ricerca negozi
L'implementazione sfrutta la cronologia dei dispositivi dei clienti e i test diagnostici con interazioni conversazionali in tempo reale per offrire proposte personalizzate. La soluzione è stata implementata in soli tre mesi utilizzando la piattaforma Bedrock di Amazon, affrontando la sfida dell'industria delle telecomunicazioni, dove il 45% degli operatori sta investendo in tecnologia IA nonostante le sfide di integrazione e le preoccupazioni sul ROI.
TELUS y MCE Systems están ampliando su asociación tras un exitoso piloto de IA generativa en la aplicación móvil Device Checkup de Mobile Klinik. El piloto, realizado a finales del otoño de 2024, mostró mejoras significativas en el compromiso del cliente y las tasas de conversión en el retail.
La solución mejorada con IA, construida sobre Amazon Web Services (AWS), entregó resultados impresionantes:
- Aumento de 4 veces en el compromiso de la jornada del usuario guiada por chatbot
- Aumento de 3 veces en la acción de los usuarios sobre ofertas promocionales
- Aumento de 1.5 veces en el uso de la herramienta de búsqueda de tiendas
La implementación aprovecha el historial de dispositivos de los clientes y pruebas diagnósticas con interacción conversacional en tiempo real para impulsar ofertas personalizadas. La solución se implementó en solo tres meses utilizando la plataforma Bedrock de Amazon, abordando el desafío de la industria de telecomunicaciones, donde el 45% de los operadores están invirtiendo en tecnología de IA a pesar de los desafíos de integración y las preocupaciones sobre el ROI.
TELUS와 MCE Systems는 Mobile Klinik의 Device Checkup 모바일 앱에서 성공적인 생성적 AI 파일럿을 통해 파트너십을 확장하고 있습니다. 2024년 가을 말에 실시된 이 파일럿은 고객 참여도와 소매 전환율에서 상당한 개선을 보여주었습니다.
AI가 강화된 이 솔루션은 Amazon Web Services (AWS)를 기반으로 하여 인상적인 결과를 제공했습니다:
- 챗봇을 통한 사용자 여정 참여도 4배 증가
- 프로모션 제공에 대한 사용자 행동 3배 증가
- 매장 찾기 도구 사용 1.5배 증가
이 구현은 고객의 장치 이력과 진단 테스트를 실시간 대화형 상호작용과 결합하여 개인화된 제안을 제공합니다. 이 솔루션은 Amazon의 Bedrock 플랫폼을 사용하여 단 3개월 만에 배포되었으며, 45%의 통신 사업자가 통합 문제와 ROI 우려에도 불구하고 AI 기술에 투자하고 있는 통신 산업의 도전을 해결하고 있습니다.
TELUS et MCE Systems étendent leur partenariat à la suite d'un pilote réussi en IA générative dans l'application mobile Device Checkup de Mobile Klinik. Le pilote, réalisé à la fin de l'automne 2024, a montré des améliorations significatives dans l'engagement des clients et les taux de conversion au détail.
La solution améliorée par l'IA, construite sur Amazon Web Services (AWS), a produit des résultats impressionnants :
- augmentation de 4 fois de l'engagement des utilisateurs guidé par chatbot
- augmentation de 3 fois des actions des utilisateurs sur les offres promotionnelles
- augmentation de 1,5 fois de l'utilisation de l'outil de recherche de magasins
L'implémentation tire parti de l'historique des appareils des clients et des tests diagnostiques avec une interaction conversationnelle en temps réel pour proposer des offres personnalisées. La solution a été déployée en seulement trois mois en utilisant la plateforme Bedrock d'Amazon, répondant au défi de l'industrie des télécommunications, où 45 % des opérateurs investissent dans la technologie IA malgré les problèmes d'intégration et les préoccupations liées au ROI.
TELUS und MCE Systems erweitern ihre Partnerschaft nach einem erfolgreichen Pilotprojekt zur generativen KI in der mobilen App Device Checkup von Mobile Klinik. Der Pilot, der Ende Herbst 2024 durchgeführt wurde, zeigte signifikante Verbesserungen im Kundenengagement und in den Einzelhandelskonversionsraten.
Die KI-gestützte Lösung, die auf Amazon Web Services (AWS) basiert, lieferte beeindruckende Ergebnisse:
- 4-fache Steigerung des Engagements der Nutzer auf dem durch Chatbots geführten Nutzerweg
- 3-fache Steigerung der Nutzeraktionen auf Werbeangebote
- 1,5-fache Steigerung der Nutzung des Filialsuchtools
Die Implementierung nutzt die Gerätehistorie der Kunden und diagnostische Tests mit Echtzeit-Gesprächsinteraktionen, um personalisierte Angebote zu erstellen. Die Lösung wurde in nur drei Monaten mit der Bedrock-Plattform von Amazon bereitgestellt und adressiert die Herausforderungen der Telekommunikationsbranche, in der 45 % der Anbieter in KI-Technologie investieren, trotz Integrationsproblemen und ROI-Bedenken.
- 4x increase in chatbot engagement metrics
- 3x higher promotional offer conversion
- 1.5x increase in store finder tool usage
- Successful deployment in just 3 months
- Partnership expansion with major tech provider MCE
- None.
Insights
TELUS's expanded partnership with MCE Systems represents a strategic move into operationalizing generative AI with measurable business results. The pilot program delivered impressive metrics with a
This implementation stands out in the telecommunications industry where
The rapid three-month deployment using Amazon's Bedrock platform suggests efficient execution and reasonable implementation costs. Most importantly, these engagement improvements directly target Mobile Klinik's retail performance through what they term "care to commerce" conversion.
For investors, this represents a tangible AI implementation with clear ROI metrics, unlike many speculative AI announcements in the telecom space. The expansion beyond the pilot phase indicates confidence in the technology's ability to deliver business value across multiple customer journeys.
TELUS's implementation of MCE's generative AI solution is technically notable for integrating diagnostic device data with conversational AI to create actionable insights that drive customer behavior. This approach solves a fundamental problem in telecoms – connecting digital troubleshooting to in-store revenue opportunities.
The technical architecture leverages multiple AI layers: device diagnostics (DeviceAI) combined with generative conversational capabilities, all coordinated through MCE's digital-first lifecycle management (dDLM) system. Building on AWS Bedrock provides enterprise-grade reliability while enabling rapid deployment.
What differentiates this implementation is its focus on quantifiable business outcomes rather than technological novelty. The
Industry context is important here – telecommunications providers have high digital interaction volumes but struggle with monetization. This solution specifically addresses that gap by personalizing offers based on diagnostic data and conversation context. For TELUS, extending this across additional customer journeys could significantly improve digital-to-physical conversion rates and overall customer lifetime value.
With MCE’s generative AI pilot delivering on key TELUS and Mobile Klinik (MK) business objectives, TELUS will deploy it across their mobile app customer journeys
“This is an incredible milestone for MCE and the telecommunications industry, deploying a real-world generative AI application and proving a high value contribution to business,” says Wolfgang Sixl, VP of Strategy, Analytics & Client Solutions. “Generative AI-driven conversation is a natural conduit to improve customer engagement toward better outcomes. A critical piece to its success is data and its underlying digital infrastructure to connect channels and customer journeys. Based on the success of the pilot, we are excited to take this venture into a full productization together with TELUS and continue leading the industry in innovation.”
Telecommunications carriers are turning to generative AI to improve business practices, with nearly 45 percent of carriers indicating that they are investing in this technology. However, despite high aspirations to see better business outcomes, the narrative around generative AI for telco business application has shown few successes. This is largely due to challenges in identifying effective use cases, heavy integration costs and concerns on immediate ROI. TELUS and MCE Systems were determined to change the narrative by creating a solution built on Amazon Web Services (AWS).
Building upon the vision for generative AI presented at MWC 2024, MCE and TELUS conceived of a generative AI-driven virtual agent to help boost revenues in retail. Because 59 percent of customers prefer to use a mobile app first to troubleshoot their device, MCE decided that converting mobile device troubleshooting incidents into monetization opportunities – better known as “care to commerce” – would be the most plausible use case.
Deployed in just three months, the pilot leveraged a customer’s mobile device history and diagnostic tests (DeviceAI layer) with real-time conversational interaction and feedback from the virtual agent (generative AI) – collating them together into actionable insights. These insights would drive personalized offers most likely to trigger a retail visit. The generative AI-augmented journey, streamlined by MCE’s digital-first technology (dDLM), delivered marked improvements in customer engagement and conversion rates compared to the previous version of the app:
- 4x increase in chatbot-guided user journey engagement
- 3x increase in user actioning of a promotional offer
- 1.5x increase in opening of the store finder tool
“This is a key milestone in TELUS' long history of customer-first innovation in delivering the best experience we can,” says Braden St. John, VP, Products, Marketing and Logistics at Mobile Klinik. “The results of the generative AI proof of concept test are clear in demonstrating generative AI’s value to not only streamline delivery of remote, on-device customer service, but also achieve quantifiable business results. Moving forward, we are thrilled to have MCE help us formally launch generative AI capabilities across additional customer journeys in our business”
MCE’s generative AI solution is built on Amazon’s Bedrock, which allowed the rapid deployment of the pilot. MCE is also part of AWS’s Independent Software Vendor (ISV) Accelerate program.
About MCE
Since 2005, MCE has been pioneering software and technology solutions for mobile operators and their partners in the telco and device ecosystem helping accelerate digital transformation of device-related journeys. Our mission is simple: Mobilize better Customer Experiences. We turn device-related headaches into competitive advantages with our end-to-end digital-first Device Lifecycle Management platform (dDLM). This AI-led, omnichannel platform delivers game-changing experiences across all device-related customer journeys – driving business velocity, margins, and NPS. MCE is a proven technology partner and highly acclaimed for its world-class products, innovation, and implementation through eleven straight gold awards – most notably at The Stevie Awards®.
About Mobile Klinik
Founded in 2015, Mobile Klinik is Canada’s trusted full-lifecycle destination for phones, tablets, and more. To support our vision for a more sustainable world, we help savvy consumers get the maximum value out of their technology through certified repair, refurbishment, and resale. By providing an alternative to buying new every 2 years and making it more convenient to repair vs. replace, we are committed to making a positive impact on the world, one device at a time. For more information, visit https://mobileklinik.ca.
About TELUS
TELUS (TSX: T, NYSE: TU) is a dynamic, world-leading communications technology company with more than
View source version on businesswire.com: https://www.businesswire.com/news/home/20250303330279/en/
Media contact:
Oren Weiner
oren.w@mce-sys.com
Source: MCE Systems
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