ContactEngine, the Customer Engagement Hub technology specializing in outbound conversational Artificial Intelligence (AI), has announced a deal with TELUS, one of Canada’s largest telecommunications companies, to increase customer engagement across customer journeys nationwide.
The deal comes after significant success in a market trial across TELUS customer service repair and installation journeys, whereby ContactEngine achieved a 13% reduction in repair truck rolls. 90% of ContactEngine conversations were completed as fully automated, multi-lingual SMS and voice conversations, powered by AI.
ContactEngine is a cloud-hosted Software-as-a-Service (SaaS) customer conversation technology. It leverages Machine Learning and Natural Language Processing to engage customers in conversations across multi-channel communication platforms. Conversations are initiated based on data held within corporate systems and are tailored to individual customers based on ongoing customer behaviour.
ContactEngine is deployed in multiple industries internationally, including telecommunications, banking, insurance, retail and utilities, with clients like Verizon, Virgin Media, British Gas, Sky and Whirlpool. TELUS marks the company’s first Canadian client.
Giles Bryan, CEO of ContactEngine Inc., commented: “We’re thrilled to be rolling ContactEngine conversations out nationally across multiple aspects of TELUS’ customer journeys. The TELUS teams – from Vancouver to Calgary and Toronto – all came together in support of the onboarding process, which allowed us to start proving results rapidly. We look forward to seeing continued improvement across customer journeys that, in turn, drive great business benefits.”
Phil Moore, Vice President of Customer Delivery Operations Enablement at TELUS, added: “ContactEngine conversations have proven to drive higher work force utilization whilst providing a more customized customer experience. The technology’s proactive outbound approach has exceeded our expectations and the ContactEngine team was effective at standing up the capabilities quickly which has driven early benefits.”
ContactEngine is the next generation Customer Engagement Hub technology that enables brands to proactively engage customers in AI-driven conversations to fulfil business objectives. ContactEngine automates outbound customer engagement across all channels and generates unique insights into the changing patterns of communication by applying demographic and intent analysis, linguistics and ground-breaking artificial intelligence principles to mass volumes of raw data. ContactEngine transforms the way global brands engage with their customers – saving brands millions and making their customers happier.
For more information about ContactEngine, please visit contactengine.com
TELUS (TSX: T, NYSE: TU) is one of Canada’s largest telecommunications companies, with $14.5 billion of annual revenue and 14.0 million subscriber connections, including 9.7 million wireless subscribers, 1.9 million Internet subscribers, 1.2 million residential voice and 1.1 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment, video and home and business security. TELUS is also Canada’s largest healthcare IT provider, and TELUS International delivers business process solutions around the globe.
For more information about TELUS, please visit telus.com