GenAI-Powered Asynchronous Messaging, Available 24 x 7, Caters to Modern Customer Expectations While Reducing Operational Costs - Seite 2

“As the AI-fueled customer experience partner of choice, our responsible approach combines the best of human support and technology to solve our clients’ more pressing challenges,” said Monty Hamilton, Chief Product and Marketing Officer, TELUS International. “Our knowledge and expertise in the field of AI are cumulative. We are constantly learning and growing from the challenges we face and the partners with whom we collaborate and we integrate key components into our enterprise-grade GenAI engine, Fuel iX, in order to provide our clients with best-in-class digital CX transformations.”

Elevating TELUS’ premium digital experience above-the-line as a customer-first differentiator

A leading Canadian telecommunications provider and global technology company, 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.

“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. “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 Engage by Local Measure, an intelligent, pre-built cloud contact center platform built on Amazon Web Services (AWS), to assist agents and provide more personalized omnichannel customer interactions. Engage integrates with Amazon Connect to seamlessly combine customer communications, Amazon Bedrock and machine learning into a single interface. Engage assists agents and improves customer interactions, providing a personalized omnichannel experience.

“Local Measure was delighted to partner with TELUS International and WillowTree, a TELUS International Company, using our Engage platform for TELUS Expert Messaging,” said Jonathon Barouch, CEO and Founder of Local Measure. “Together, we've reimagined the service experience for TELUS, providing an intuitively designed, single-pane-of-glass and incorporating GenAI-powered agent assistance to boost efficiency across all modern communication channels. With the addition of our asynchronous messaging capability, TELUS can now provide even more efficient and seamless interactions for its customers, setting a new standard in customer service.”