TELUS and MCE Systems scale their GenAI solution to enhance customer engagement, streamline device support, and boost retail conversions.
TELUS and MCE Systems expands their GenAI solution to enhance customer engagement, streamline device support, and boost retail conversions. The telecommunications industry faces challenges in effectively integrating GenAI due to high costs and uncertain ROI. TELUS and MCE Systems aimed to overcome this by developing a GenAI-driven virtual agent, deployed within the Mobile Klinik Device Checkup app. Built on Amazon Bedrock, the AI assistant analyzes a user’s mobile device history and diagnostics, delivering personalized recommendations and promotional offers in real time. The result is a seamless transition from troubleshooting to commerce, encouraging users to visit retail locations.
The pilot program demonstrated significant success. AI-powered chatbot interactions increased engagement by four times, tripled the number of users responding to promotional offers, and boosted the use of the store locator tool by 1.5 times. These metrics validated generative AI’s ability to drive business outcomes beyond simple automation. TELUS now plans to expand AI-driven capabilities across additional customer journeys, reinforcing its commitment to a digital-first service strategy.
By integrating GenAI into customer support, TELUS and MCE are redefining how telecom providers interact with users. AI-driven insights personalize the customer experience while increasing operational efficiency. With rapid deployment capabilities and measurable business impact, this initiative sets a new standard for AI adoption in telecommunications.