Telus International Launches GenAI-Powered Asynchronous Messaging

Canadian operator Telus International, which is rebranding as Telus Digital Experience later in Q3, has introduced ‘Expert Messaging,’ an asynchronous messaging tool integrated into the My Telus app. This feature allows customers to access human support 24/7, at their convenience, 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 company said.

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Benefits of Asynchronous Messaging

The new feature enables customers to start, pause, and resume conversations at their convenience, eliminating traditional wait times and providing round-the-clock support. Built on robust data privacy and ethical standards, Telus Expert Messaging leverages generative AI to enhance customer interactions and reduce operational costs, the official release said.

Technology Behind Telus Expert Messaging

The tool was developed using Engage by Local Measure, an AWS-based cloud contact center platform, and integrates with Amazon Connect to assist agents and provide more personalised omnichannel customer interactions. Telus Expert Messaging will initially be available in English, with a French version planned for release later this year.

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This flexible and convenient asynchronous chat feature eliminates wait times associated with traditional phone and live chat queues, Telus International said.