TELUS International, rebranding to TELUS Digital Experience (TELUS Digital) later in the third quarter, is at the forefront of digitally transforming customer journeys for media and communications companies, including designing, building and implementing asynchronous messaging capabilities as part of an end-to-end, AI-fueled experience. Asynchronous messaging provides flexible two-way interactions that enable customers to start, pause and pick up conversations when it is most convenient for them, while simultaneously giving media and communications providers greater flexibility to triage and diagnose customer queries to provide thoughtful, accurate and personalized responses. Developed by TELUS International, TELUS Expert Messaging is a cutting edge customer support tool seamlessly incorporated into the company’s existing My TELUS app. The new tool lets TELUS customers access human support whenever it is most convenient for them, 24×7, by sending a message from their mobile device and receiving a notification when an expert has responded, often resolving their inquiry in a single message. The flexible and convenient asynchronous chat feature eliminates wait times associated with traditional phone and live chat queues.
In order to protect against potential vulnerabilities and ensure a secure customer environment, asynchronous messaging systems must be built upon a strong foundation of data privacy and ethical standards. Incorporating Privacy by Design principles, and undergoing extensive risk mitigation testing are key to protecting user data and ensuring their ongoing security and trustworthiness.
Elevating TELUS’ premium digital experience above-the-line as a customer-first differentiator
A leading Canadian telecommunications provider and global technology company, TELUS, has partnered with its subsidiary TELUS International for nearly 20 years to support the ongoing evolution of its customer and employee experiences and operations, to become a fully digital and cloud-native organization.
TELUS Expert Messaging was developed using Engage by Local Measure, an intelligent, pre-built cloud contact center platform built on Amazon Web Services (AWS), to assist agents and provide more personalized omnichannel customer interactions. Engage integrates with Amazon Connect to seamlessly combine customer communications, Amazon Bedrock and machine learning into a single interface. Engage assists agents and improves customer interactions, providing a personalized omnichannel experience.
TELUS Expert Messaging is available in English, with a French version set to launch on MyTELUS app in the fourth quarter.
Learn how TELUS International and WillowTree, a TELUS International Company, can help your business elevate its customer experience with comprehensive AI solutions and expert consulting, and reduce its cost to serve by improving operational efficiencies at every stage of the customer journey. Reach out today to learn more and unlock the potential of Fuel iX for all industries and inquire specifically about accelerators available to media and communications brands to further expedite CX deployments.
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This entry was posted on August 15, 2024 at 12:10 pm and is filed under Commentary with tags Telus. You can follow any responses to this entry through the RSS 2.0 feed.
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TELUS Expert Messaging Breaks Cover
TELUS International, rebranding to TELUS Digital Experience (TELUS Digital) later in the third quarter, is at the forefront of digitally transforming customer journeys for media and communications companies, including designing, building and implementing asynchronous messaging capabilities as part of an end-to-end, AI-fueled experience. Asynchronous messaging provides flexible two-way interactions that enable customers to start, pause and pick up conversations when it is most convenient for them, while simultaneously giving media and communications providers greater flexibility to triage and diagnose customer queries to provide thoughtful, accurate and personalized responses. Developed by TELUS International, TELUS Expert Messaging is a cutting edge customer support tool seamlessly incorporated into the company’s existing My TELUS app. The new tool lets TELUS customers access human support whenever it is most convenient for them, 24×7, by sending a message from their mobile device and receiving a notification when an expert has responded, often resolving their inquiry in a single message. The flexible and convenient asynchronous chat feature eliminates wait times associated with traditional phone and live chat queues.
In order to protect against potential vulnerabilities and ensure a secure customer environment, asynchronous messaging systems must be built upon a strong foundation of data privacy and ethical standards. Incorporating Privacy by Design principles, and undergoing extensive risk mitigation testing are key to protecting user data and ensuring their ongoing security and trustworthiness.
Elevating TELUS’ premium digital experience above-the-line as a customer-first differentiator
A leading Canadian telecommunications provider and global technology company, TELUS, has partnered with its subsidiary TELUS International for nearly 20 years to support the ongoing evolution of its customer and employee experiences and operations, to become a fully digital and cloud-native organization.
TELUS Expert Messaging was developed using Engage by Local Measure, an intelligent, pre-built cloud contact center platform built on Amazon Web Services (AWS), to assist agents and provide more personalized omnichannel customer interactions. Engage integrates with Amazon Connect to seamlessly combine customer communications, Amazon Bedrock and machine learning into a single interface. Engage assists agents and improves customer interactions, providing a personalized omnichannel experience.
TELUS Expert Messaging is available in English, with a French version set to launch on MyTELUS app in the fourth quarter.
Learn how TELUS International and WillowTree, a TELUS International Company, can help your business elevate its customer experience with comprehensive AI solutions and expert consulting, and reduce its cost to serve by improving operational efficiencies at every stage of the customer journey. Reach out today to learn more and unlock the potential of Fuel iX for all industries and inquire specifically about accelerators available to media and communications brands to further expedite CX deployments.
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This entry was posted on August 15, 2024 at 12:10 pm and is filed under Commentary with tags Telus. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.