GenAI at Telus

TELUS have been working in Al for over a decade, first in AI/ML and now in GenAI, and partners directly with the tech giants in the AI space. They use GenAI to provide generative AI-powered experiences for its employees as well as its customers. TELUS claims to be already running GenAI safely at scale which has been tested and is constantly being improved. Their core platform enabled TELUS to develop and deploy GenAI apps around dozens of use cases. TELUS copilots and assistants are being used, at scale, by more than 30,000 TELUS employees.

TELUS is committed to ethical and responsible use of AI, and won an international Outstanding Organization 2023 prize from the Responsible AI Institute in recognition of its commitment to fostering trust and benefitting society. It’s also the first telecom company in Canada to sign the Government of Canada’s voluntary code of conduct for generative AI, which aims to ensure the transparent, equitable and responsible development and deployment of GenAI technology.

The TELUS.com GenAI support tool, powered by Fuel iX, an enterprise-grade AI engine provided by TELUS International, is one of the first customer-accessible GenAI solutions developed by a Canadian organization. It recently made history by becoming the first in the world to be internationally certified in Privacy by Design (ISO 31700-1). The support tool gives TELUS customers the ability to access fast and intuitive responses to their queries, providing them with a more convenient and seamless digital experience. Privacy by Design is a framework that proactively embeds privacy into the design and operation of systems, ensuring that privacy is the default setting.

At the FutureNet MENA conference, Tim MacGregor, VP at TELUS gave a presentation titled, "GenAI in TELUS: A gamechanger?". In the talk he looked at:

• GenAI & network optimisation:  hype vs reality
• Gen AI driving operational efficiency: success to date and defining the opportunity
• GenAI and customer experience: use cases

His talk is embedded below:

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