Telus is proud to introduce a cutting-edge generative AI customer support tool on Telus.com, developed in partnership with Fuel iX and Microsoft OpenAI Service. This innovative tool, powered by ChatGPT, has already handled over 50,000 customer queries with great success, improving information accessibility by 28% compared to traditional site searches.

“We understand that our customers value their time and convenience, which is why we are excited to leverage the power of generative AI to enhance their self-service experience and provide quicker, easier, and more intuitive support,” said Hesham Fahmy, Chief Information Officer at Telus. “Our commitment to responsible technology design and data stewardship is unwavering, and this AI support tool is a testament to that.”

Using advanced natural language processing capabilities, the AI tool can access over 1,000 support articles to provide timely and accurate responses to frequently asked questions. As the first Canadian telecom company to adopt the Government of Canada’s voluntary code of conduct for generative AI deployment, Telus ensures transparency and responsibility in utilizing this technology.

By integrating Microsoft Azure OpenAI Service into their platform, Telus aims to offer more convenient and seamless experiences for customers across Canada. While the AI chatbot performs well for basic inquiries like bill payments, it may not provide specific answers for switching to other service providers like Rogers or Bell.

However, for those looking to switch to Telus subsidiaries such as Koodo or Public Mobile, the chatbot offers detailed guidance. It even explains how to switch to Lucky Mobile (a Bell subsidiary), although details on switching to Chatr or Virgin Plus are not provided.

Overall, this new generative AI chatbot from Telus promises to streamline the process of finding answers for customers, making it easier and faster than ever before. Stay tuned for more updates on how we are leveraging technology to enhance your telecommunications experience!