TELUS unveils GenAI customer support tool powered by Fuel iX and Microsoft Azure OpenAI Service to enhance customer experience

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
[email protected] 

SOURCE TELUS Communications Inc.