CanadaTechnology and telecom2024 – ongoingTELUS
Fuel iX conversational support assistant on TELUS.com
TELUS said its website AI support tool handled over 300,000 customer requests
Problem
TELUS wanted customers to receive quick answers through its website. The company also needed to protect customer information in generative AI interactions.
Approach
TELUS deployed a customer support tool on TELUS.com using Fuel iX from TELUS International. The assistant answered customer queries. TELUS described adversarial testing and continuing human oversight as part of its controls.
Results
Takeaway
The reported request count measured usage. TELUS did not state how many of those requests were resolved without further help.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
TELUS described its live website support tool powered by Fuel iX. It explained its testing and human oversight arrangements.
TELUS reported that its website support tool had handled over 300,000 customer requests. It did not specify a measurement period.
Full details are in the original sources.
