As digital experiences continue to improve, consumer expectations for instant, seamless support are higher than ever. TELUS Digital, a global leader in digital customer experience solutions, was on a mission to transform how customers engage with the TELUS brand using Generative AI. TELUS Digital chose to use Amazon Web Services (AWS) because it wanted to work with a company that understands the importance of its product’s technical infrastructure, challenges, business context, and customer outcomes. Working alongside AWS Partner Local Measure, TELUS Digital is streamlining operations and driving business outcomes—all while delivering a game-changing customer experience.

Opportunity | Helping Customers to Connect with Companies—on Their Schedule

Handling vast volumes of customer interactions, TELUS Digital needed to work with someone who could deliver cutting-edge AI capabilities within a privacy-by-design framework to help keep customer data secure. The company wanted to build an always-on, asynchronous messaging service that could deliver actionable outcomes at any time—while reducing customer effort and increasing employee productivity.

Working closely with Local Measure, TELUS Digital brought its vision of a streamlined asynchronous messaging service to life. This transformed the user experience: Customers no longer needed to wait for company contact centers to be open, or experience lengthy hold times. “Local Measure and TELUS Expert Messaging have significantly reduced effort for our customers. They can send a message when it suits their schedule and action the reply when it comes in,” says Monty Hamilton, chief product and marketing officer at TELUS Digital. “That’s a bit of a game changer.”

Solution | Creating More Engaged and Productive Teams with Generative AI

In addition to the customer-facing transformation, Local Measure worked closely with TELUS Digital’s Fuel iX—an ISO-accredited, privacy-by-design generative AI infrastructure. This made it possible for TELUS Digital to deploy conversation summarization tools powered by Amazon Bedrock, the easiest way to build and scale generative AI applications with foundation models. By automatically generating customer interaction summaries, TELUS Digital agents spend less time in post-call wrap-up and more time focusing on near real-time problem-solving.

Local Measure’s agile engagement model, product flexibility, and compatibility with AWS services played a key role in speeding up the deployment timeline. Its ability to integrate closely into TELUS Digital’s systems—while respecting privacy and compliance requirements—made it simple to quickly take this solution into production.

Outcome | Becoming the First Telecom Operator to Provide True 24/7 Support

TELUS Expert Messaging now gives customers the freedom to interact with support on their terms, while internally, agents are better equipped and more productive. As a result, the brand has strengthened both its operational efficiency and customer loyalty. By anchoring its AI transformation in a strong partner network, TELUS has become the first telecom operator to offer true 24/7 customer support through asynchronous messaging at scale.

Looking ahead, TELUS Digital will continue to work with Local Measure and AWS to expand the reach of its generative AI capabilities, with the aim to remain a pioneer in customer experience innovation. “We like to put a strong emphasis on customer effort,” says Hamilton. “Anything we can do to make it easier for customers to interact with our clients is a game changer.”