TELUS Digital has launched TELUS Expert Messaging, an AI-powered asynchronous messaging tool that offers customers the flexibility to initiate, pause, and resume conversations at their convenience while enabling media and communications providers to efficiently triage and address customer queries with personalized, accurate responses.
TELUS Expert Messaging is integrated into the My TELUS app, and it allows customers to access human support whenever they need it, 24/7, by sending a message from their mobile device and receiving a notification once an expert has responded. Many inquiries are resolved with a single message, thanks to the flexible and convenient asynchronous chat feature, which eliminates the wait times commonly associated with traditional phone and live chat support.
“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. 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,” said Monty Hamilton, Chief Product and Marketing Officer, TELUS International.
Built on the foundation of data privacy and ethical standards
To safeguard against potential vulnerabilities and ensure a secure customer environment, asynchronous messaging systems must be built on a robust foundation of data privacy and ethical standards. This includes the incorporation of Privacy by Design principles and thorough risk mitigation testing to protect user data and maintain their security and trust.
TELUS Expert Messaging was developed using Engage by Local Measure, a pre-built, intelligent cloud contact center platform hosted on Amazon Web Services (AWS). Engage enhances agent performance and customer interactions by providing a personalized omnichannel experience through integration with Amazon Connect, Amazon Bedrock, and machine learning technologies, all within a single interface.
