TELUS has introduced a cutting-edge generative AI (GenAI)-powered customer support tool on its website, marking a significant advancement in digital customer service. This tool, one of the first customer-accessible GenAI solutions in Canada, is powered by Fuel iX and Microsoft OpenAI Service.
Since its launch, the GenAI support tool has responded to over 50,000 customer queries, improving the rate of successful information retrieval by 28% compared to traditional search methods. Designed with a strong focus on privacy and ethical standards, the tool adheres to Responsible AI and Privacy by Design principles. TELUS continues to lead in responsible AI utilization, having recently received an international award from the Responsible AI Institute.
Want to know more? Check out the source code here.