You're currently in Personal Support. If you're a Business customer, visit our
Information on and frequently asked questions about TELUS' GenAI Customer Support Tool
Learn how TELUS is using artificial intelligence (AI) responsibly to help you find answers to your questions.
What is generative AI (GenAI) and how is it used for support?
Generative AI is a type of artificial intelligence (AI) that can be used in a more natural conversation style. This technology enables a new way to access the information we have put together to help you. Instead of browsing or searching, you might find it faster and more exciting to use our AI-powered help tool, often called a bot, to find the information you need.
Even if you have never before used a generative AI tool, such as ChatGPT, we think you will find this new tool refreshingly simple to use.
If you want to learn more about how AI works, check out offered by CIFAR or the .
Destination AI
TELUS Wise digital literacy workshop on Responsible AI
What data does TELUS use in the GenAI Customer Support Tool?
The TELUS GenAI Customer Support Tool uses a proprietary, pre-trained generative AI model, in addition to all the content in every support page or online resource we have created for our customers online. Our goal is that with this training, the new AI tool will help you to quickly and easily find answers to your questions.
AI isn’t perfect yet (and maybe that is a good thing). We have directed the tool to only answer TELUS-related questions, and it may occasionally use data from its training dataset external to TELUS.
How does TELUS keep my personal information safe?
The GenAI Customer Support Tool was not trained using any customer's personal information. Therefore, it cannot answer account-specific questions.
You should never share any personal information with the tool
. Personal information means information that identifies you or that may render you identifiable.It is important to understand what the tool does well and what it doesn’t do well. The purpose of the GenAI Customer Support Tool is to provide customers with answers to their general TELUS service-related questions quickly, and not to answer specific questions about your account.
As part of our ongoing commitment to putting customers first, we have a long-standing policy of protecting privacy in all of our business operations. Visit for more information.
telus.com/privacy
How do I use the GenAI Customer Support Tool?
This tool is currently available to most customers in English on .
telus.com/support
- When accessing the GenAI Customer Support Tool, you’ll see a chat interface. From there, you can enter any general support-related question you like. This includes questions around hardware, services or account changes. The AI cannot answer account-specific questions.
- Once you enter a question, the AI will review our 1,000+ customer support resources and aim to give you the best answer possible pulled from those resources. It will also share the links where it found those answers to direct you to the source material, where you can learn more.
- After you’ve asked your first question, you can continue to ask follow-up questions. The AI will remember the context of the conversation for up to 10 questions in a row, and respond with your prior questions in mind. If you leave the page open for an extended amount of time, the AI will continue to remember the context. However, your browser may refresh the page.
- If you’d like to change topics and start fresh, you can always hit theNew topicbutton next to the text input box to erase the context and start a fresh line of questions.
- For every answer you receive, you’ll have the option to give it a thumbs-up if you found the answer helpful, or a thumbs-down if you didn’t. Let us know how we are doing. We appreciate your feedback as it helps us provide better answers in the future.
What are the limitations of the system?
Generative AI is new and raises new considerations for the responsible deployment of technology. Generative AI is designed to create new information, meaning that it can be both creative and random. Tools powered by generative AI have a potential for providing
unexpected responses
or information that is not 100% accurate
. This means that the tool may provide slightly different answers at different times. To address concerns and limitations of generative AI, we have a robust in place. As part of that program, we conducted a robust risk management assessment that included alignment with the ISED Voluntary Code of Conduct on the Responsible Development and Management of Advanced Generative AI Systems.
Responsible AI program
We have configured the bot to only respond to questions based on our help information using a standardized approach. We have also tried our best to inform our users about how the tool works (and doesn’t work).
In addition, multiple levels of testing were implemented to mitigate potential harms and risks. Finally, the system continues to be monitored with human oversight.
How was it developed?
We thoroughly enjoyed crafting the GenAI Customer Support Tool. Our TELUS team came together, pooling diverse talents and forming our brand-new GenAI Squad to explore the possibilities of this cutting-edge technology for our customers.
Our journey was filled with excitement, as we designed, iterated and tested the tool, experiencing both highs and lows. While we've now launched, our mission continues because we're dedicated to constantly improving the tool. This is the new world, and we are on a mission to make it friendly.
This AI experience was brought to life using a blend of open-source and proprietary technologies. Our Large Language Model (LLM), which powers the GenAI Customer Support Tool, was trained by the talented team at OpenAI and is proudly hosted right here in Canada.
How does TELUS practise responsible AI?
TELUS is committed to the practice of Responsible AI, and setting a global example for the ethical use of technology. As early as 2019, TELUS made a public commitment to as well as providing information and examples on how AI works and, since then, has continued to lead in best practices for responsible, trustworthy AI.
using AI responsibly on telus.com
At TELUS, we use AI to help improve customer experiences, enhance our products and services, share the best offers at the right time and contribute to social good. Here are more .
details on our website
Did this article solve your problem?
Yes
No
Learn about accessibility at TELUS