GenAI-Powered Asynchronous Messaging, Available 24 x 7, Caters to Modern Customer Expectations While Reducing Operational Costs

TELUS International, rebranding to TELUS Digital Experience (TELUS Digital) later in the third quarter (NYSE and TSX: TIXT), is at the forefront of digitally transforming customer journeys for media and communications companies, including designing, building and implementing asynchronous messaging capabilities as part of an end-to-end, AI-fueled experience. Asynchronous messaging provides flexible two-way interactions that enable customers to start, pause and pick up conversations when it is most convenient for them, while simultaneously giving media and communications providers greater flexibility to triage and diagnose customer queries to provide thoughtful, accurate and personalized responses. Developed by TELUS International, TELUS Expert Messaging is a cutting edge customer support tool seamlessly incorporated into the company’s existing My TELUS app. The new tool lets TELUS customers access human support whenever it is most convenient for them, 24x7, 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 flexible and convenient asynchronous chat feature eliminates wait times associated with traditional phone and live chat queues.

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TELUS Expert Messaging provides instant support, anytime, anywhere (Photo: Business Wire)

“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. “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.”

In order to protect against potential vulnerabilities and ensure a secure customer environment, asynchronous messaging systems must be built upon a strong foundation of data privacy and ethical standards. Incorporating Privacy by Design principles, and undergoing extensive risk mitigation testing are key to protecting user data and ensuring their ongoing security and trustworthiness.