TELUS International, rebranding to TELUS Digital Experience (TELUS Digital) later in the third quarter, 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, 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 flexible and convenient asynchronous chat feature eliminates wait times associated with traditional phone and live chat queues.
“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.
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“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.”
“Amazon Connect is built to help non-technical business leaders or experienced administrators instantly and easily optimize the customer experience in just a few clicks, and we are proud to enable TELUS Expert Messaging in this area,” said Pasquale DeMaio, Vice President of Amazon Connect at AWS. “We share TELUS’ vision to deliver more personalized, efficient, and proactive experiences across the channels customers prefer. By using Amazon Connect, with access to leading foundation models on Amazon Bedrock, we are proud to help TELUS stay ahead of changing customer expectations by delivering real-world results with generative AI.”
SOURCE: BusinessWire