Telus International, rebranding to Telus Digital Experience later in the third quarter, announced last week the launch of Telus Expert Messaging, a generative AI (GenAI)-powered asynchronous messaging tool available 24/7 through the My Telus app.
This new customer support tool provides flexible two-way interactions that allow customers to start, pause and resume conversations at their convenience, eliminating wait times associated with traditional phone and live chat queues, a Telus International press release says.
The tool “lets TELUS customers access human support whenever it is most convenient for them, 24×7, 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 release says.
“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 acquired in early 2023.
“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,” Dengel added.
Vancouver-based telecom 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, the press release says.
“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, in the release. “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 Local Measure’s Engage platform, an intelligent, pre-built cloud contact centre platform built on Amazon Web Services, to assist agents and provide more personalized omnichannel customer interactions, according to the release. Engage integrates with Amazon Connect to seamlessly combine customer communications, Amazon Bedrock and machine learning into a single interface, the release explains.
Telus Expert Messaging is available now in English, with a French version set to launch on the My Telus app in the fourth quarter.
Photo borrowed from Telus International’s website
