TELUS has launched a GenAI-powered messaging tool to revolutionize customer service and streamline support.
TELUS has launched TELUS Expert Messaging, a GenAI-powered asynchronous messaging tool available in the My TELUS app. Developed in collaboration with Amazon Connect, this tool harnesses the capabilities of Amazon Bedrock‘s GenAI to provide customers with 24/7 access to human support. Users can send messages directly from their mobile devices and receive notifications when an expert responds, often resolving their inquiries with a single message. This approach eliminates traditional wait times and offers more flexibility, enhancing the overall customer experience.
The tool is designed to streamline support processes by integrating advanced AI with customer communications. TELUS Expert Messaging combines the Engage by Local Measure platform with Amazon Connect to offer personalized interactions and better query analysis. This allows for more accurate, thoughtful responses, as well as an overall improvement in customer satisfaction.
TELUS Expert Messaging is a key component of TELUS’s broader vision to deliver AI-driven, end-to-end experiences for its customers. By leveraging GenAI, the solution not only enhances efficiency but also empowers customers to communicate on their terms, leading to a more responsive and customer-centric support model.