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Explore how TELUS revolutionized its customer support operations through a strategic partnership with AWS Partner Local Measure in this conference talk from Customer Contact Week (CCW) 2025. Learn about the telecommunications company's implementation of generative AI to create an innovative asynchronous messaging solution integrated within the My TELUS mobile app. Discover the remarkable results achieved, including a 5-point increase in First Contact Resolution and a 50% reduction in after-contact work time. Examine how this AI-powered transformation enabled 24/7 customer support, enhanced operational agility during peak periods, and provided valuable data-driven insights for continuous service optimization. Gain insights into the strategic approach, implementation challenges, and measurable business outcomes of leveraging AWS cloud services and AI technologies to transform customer experience in the telecommunications industry.
