GenAI Jumpstart Accelerator Offers Significant Benefits for Businesses in Highly-Regulated Industries

TELUS International (NYSE and TSX: TIXT), a leading digital customer experience (CX) innovator that designs, builds and delivers next-generation solutions, including artificial intelligence (AI) and content moderation, for global and disruptive brands, sees potential in its GenAI Jumpstart accelerator for businesses in highly-regulated industries. With a path-to-production focus, the short eight-week engagement designed for companies at an early stage of their AI journey, rapidly identifies use cases, builds powerful risk mitigation tools and delivers a functional generative AI (GenAI)-powered virtual assistant prototype.

According to a recent survey by Everest Group, supported by TELUS International, 59% of customer experience management (CXM) leaders in the banking, financial services and insurance (BFSI) industry plan to invest $1 million or more on GenAI solutions in the next 12-18 months. This result was 4% higher than the survey average for this question, which included CXM leaders from across the technology, travel & hospitality, telecom & media, retail and healthcare industries. However; when it comes to their organization’s ability to adopt and implement GenAI solutions, BFSI CXM leaders cited AI regulatory compliance as the top roadblock, followed closely by data security and privacy concerns and exposure risk from GenAI.

The company’s unique Dual-LLM Safety System, a key feature of its GenAI Jumpstart accelerator, uses a large language model (LLM) to supervise the results of a retrieval augmented generation (RAG) system. A RAG-based system runs on a company’s private and secure database of controlled and secured information rather than the open internet to help ensure that responses generated by a virtual assistant only use approved information that conforms to regulatory frameworks. Unlike traditional chatbots that can struggle with maintaining up-to-date information or accessing domain-specific knowledge, this feature helps keep AI assistants focused to mitigate inaccuracies, hallucinations and jailbreaking - a form of hacking that aims to bypass or trick an AI model's guidelines and safeguards to misuse or release prohibited information.