TELUS introduces its latest customer support innovation — an AI-assisted customer support tool. In collaboration with Fuel iX and Microsoft Azure OpenAI Service, TELUS aims to streamline customer queries by offering fast, intuitive responses through this artificial intelligence-driven solution.
Since its rollout, the GenAI support tool has efficiently addressed over 50,000 customer queries, boasting a 28% improvement in customer query resolution compared to conventional site searches. For more complex inquiries, customers are seamlessly directed to TELUS agents, ensuring personalized assistance.
GenAI, with its natural language processing capabilities and access to a vast database of support articles, provides round-the-clock support by generating intelligent responses. TELUS prioritizes data privacy and ethical principles in the development of this AI-assisted customer support tool. As such, the innovation has reportedly underwent rigorous testing to mitigate risks and vulnerabilities.
AI-Assisted Customer Support
TELUS Introduces the GenAI-Powered Support Tool
Trend Themes
1. AI-driven Customer Service - Leveraging natural language processing and vast support databases, AI-driven customer service tools offer efficient and personalized assistance round-the-clock.
2. Enhanced Customer Query Resolution - Technological advancements in customer support tools enable a significant improvement in resolving queries, leading to enhanced customer satisfaction.
3. Data-driven Customer Support Solutions - The integration of AI technologies in customer support empowers data-driven decision-making processes for superior support solutions.
Industry Implications
1. Telecommunications - Telecommunications industry can revolutionize customer service experiences through AI-driven tools, enhancing operational efficiency and customer satisfaction.
2. Technology Consulting - Technology consulting firms have the opportunity to optimize customer support strategies by implementing advanced AI-driven solutions, improving service delivery and client relationships.
3. Data Security & Privacy - Data security and privacy industry can capitalize on ensuring stringent testing and ethical considerations in AI-powered customer support tools, establishing trust and reliability in the market.