We are committed to responsible AI

As part of our customer-centric approach to service delivery,

• AI provides insights into the quality of service experienced by our customers - and even lets us visit customers’ homes remotely.
• Machine learning models are trained from historical events to identify and determine the conditions we need to watch for to ensure our network is working optimally. We can build upon the network performance insights to identify areas for improvement which will provide you and all our customers with the best experience when using devices on our network.
• In some cases, we can use conversational AI (chatbots) to help expedite your interactions with TELUS and to help us serve you better.

As technology improves, we embrace the way it can help us improve and advance our products and services. For example,

• In our SmartHome Security solution, we have evolved the way our customers monitor their home with Smart Video Alerts. Instead of having a simple motion detection tool triggered to capture videos, we now use a type of AI which is based upon how the human visual system works called “Computer Vision”. With Computer Vision models, the video system can detect the objects of interest including people, cars and animals, and eliminate the capture of video for other distractions like trees moving in the wind or a bird flying by.
• To protect you and TELUS, we employ AI to identify malicious patterns and security threats in many areas of our business.

Instead of building marketing campaigns based on static business rules, we can embrace the opportunity to use supervised machine learning models to determine the products and services that are of interest to you, our customers.

• We leverage historical customer behavior data including our customers' subscriptions, billing, product usage patterns, interactions with our digital and physical channels along with licensed aggregated datasets to power our AI algorithms in order to present the most relevant offers at the right time across our channels.
• Our focus on and innovation around responsible use of AI has allowed us to implement customer focused understanding in a manner that respects our customers’ privacy.

• At TELUS, we believe that doing good is good business. TELUS is committed to sustainability and reducing our carbon footprint and energy consumption. We are exploring using machine learning to optimize our use of cooling systems within our computing space and offices. The use of artificial intelligence helps us monitor and control the air conditioning and heating in our buildings which enables the optimization of energy efficiency to reduce our carbon footprint.
• TELUS has piloted an Energy Optimization System powered by a reinforcement learning agent as part of the Vector Institute’s Model-Based Reinforcement Learning (MRBL) Project. This resulted in an innovative approach to reduce energy consumption. TELUS and the Vector Institute are further collaborating to make this available to the wider AI and Energy communities to better enable more organizations to pursue their sustainability goals.
• Through our Data for Good program, TELUS makes data insights available for the benefit of Canadians without compromising our long standing commitment to respect the privacy of our customers using the TELUS Insights platform. These projects support world-class research and social good.