TELUS has launched a new asynchronous messaging solution, TELUS Expert Messaging.
Built by the company’s subsidiary organization, TELUS International, in conjunction with Amazon Connect, the tool is powered by generative AI (GenAI) and promises to “eliminate wait times associated with traditional phone and live chat queues.”
Available within the organization’s existing My TELUS app, the new solution provides TELUS customers with 24/7 access to human support.
Users can send a message directly from their mobile device and will receive a notification when an expert responds, in an interaction that TELUS claims is often resolved with “a single message.”
Advanced asynchronous messaging is part of the company’s vision of delivering end-to-end, AI-fueled experiences to its users. TELUS Expert Messaging enables flexible two-way interactions that allow customers to start, pause, and resume conversations at their convenience.
It also gives media and communications providers the ability to better analyze queries, leading to more “thoughtful, accurate, and personalized responses.”
In discussing the news, Tobias Dengel – President of WillowTree, a TELUS International Company – highlighted some of the benefits associated with asynchronous messaging solutions:
“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.
“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.”
So, let’s take a closer look at how TELUS developed its latest innovation.
The Role of Amazon Connect
In order to build TELUS Expert Messaging, the company used Engage by Local Measure, a cloud contact center platform built on Amazon Web Services (AWS).
Engage integrates with Amazon Connect – the company’s AI-powered cloud contact center – to combine customer communications, Amazon Bedrock, and machine learning into a single interface.
By doing so, TELUS is able to enhance agent support and deliver more personalized omnichannel customer interactions.
Jonathon Barouch, CEO and Founder of Local Measure, explained how Engage's intuitive design and advanced GenAI features have allowed TELUS to boost its efficiency and overall customer service offerings:
“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.
The role played by Amazon Connect was also discussed by Pasquale DeMaio, Vice President of Amazon Connect at AWS, who detailed the “real-world results” that his company was helping to deliver:
“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.
