Telus is launching a new feature within the MyTelus app that will let subscribers message the telecom and chat with an agent without the restrictive time limits of the modern live chat windows we’ve become used to.
The new version also packs in some cool smarts, which should help alleviate some of the frustration of some tech support questions.
The new system works by sending a question to Telus from the MyTelus app, and if AI can help it will provide an answer. If not, a human will replay when they’re free. In a perfect world, you’ll get responses immediately, but in theory, this could work more like email, meaning you might not get a response until the next day. If you have a response that requires a phone call, the agent will help you schedule one.
What I like about this system is that because you have to start your message from the MyTelus app, whenever you get a response, the agent should already know things like your name, data allotment, monthly bill and answers to other common questions without having to ask you for a bunch of personal information to identify you.
When asked how AI improves the system Telus said it can be used to auto-transcribe calls and auto-recommend customers with support actions.
Source: Telus
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