Telus has launched Expert Messaging, a new AI-powered customer support tool within its My Telus app for English speaking customers.
According to the telecom, the chat brings asynchronous messaging, which allows customers to engage in two-way conversations at their convenience. This means you can start, pause, and resume chats on your schedule.
Telus says this feature also allows companies to manage and respond to customer inquiries more effectively. Integrated into the existing My Telus app, this brings round-the-clock customer support.
Customers can send messages from their mobile devices and receive notifications when an expert has responded. This AI chat feature looks to reduce wait times compared to regular phone and chat support.
“Asynchronous messaging, with its always on, self-serve functionality and the high-quality, personalized resolutions it engenders from agents, drives customer satisfaction while lowering cost to serve,” said said Tobias Dengel, President of WillowTree, a Telus International Company, in a statement to iPhone in Canada.
Telus International is a subsidiary of Telus and will soon rebrand to Telus Digital later in the third quarter.
Telus Expert Messaging was developed using Engage by Local Measure, a cloud-based contact centre platform built on Amazon Web Services (AWS).
Telus Expert Messaging is currently available in English in the My Telus app for iOS and Android, while a French version is set to launch in the fourth quarter. You can see the messaging tool in action within the screenshot supplied above.
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This just shows a fundamental misunderstanding about their customers’ needs. My interactions with chatbots are automatically to find the shortest time towards contacting a human. It is basically an interactive Hold.
I couldn’t agree with you more! Telus’ voice assistant the answers calls to customer service is absolutely atrocious! If the voice assistant is anything to go by, this AI chatbot will be a ‘real tool’
It truly is the worst of the worst! If a leaf blows in the wind next to you, that assistant thinks you said “cancel services”. However if you clearly say “billing” or something like that, it always says “sorry, I don’t get that”.