$53.9M in annual operational cost savings
Scaled from 200K to 22M+ customer calls analyzed annually with AI
30% of customer calls are resolved proactively with AI agents
Customer issues now resolved 87% faster
Improved productivity for frontline service teams
TELUS uses BigQuery, Gemini Enterprise for CX, and Gemini Enterprise Agent Platform to automate 30% of customer calls and resolve them 87% faster.
TELUS uses BigQuery, Gemini Enterprise for CX, and Gemini Enterprise Agent Platform to automate 30% of customer calls and resolve them 87% faster.
Solving data silos and static customer menus
For TELUS, delivering exceptional customer experiences has always been a priority. TELUS Digital, the group’s digital and IT services business, fields more than 22 million customer calls every year about the company’s telecommunications, health, agriculture, and consumer goods offerings. Every call is a chance to answer customers’ questions quickly, build trust, and strengthen loyalty.
However, legacy systems relied on strict scripts and rigid rules, which made it difficult for customers to find the help they needed. Because data was siloed, these systems only remembered conversations on one channel. As a result, every time a customer switched between chat, voice, and video, they had to explain their problem from the beginning.
To fix this, TELUS Digital needed a platform that could scale and evolve with the flexibility to build a tailored solution. TELUS turned to Google Cloud to build the unified data environment it needed in BigQuery. By bringing AI to zero-copy data in BigQuery, TELUS could finally break down the technical walls between channels.
With BigQuery and Gemini Enterprise for Customer Experience, we can analyze all 22 million customer calls we receive every year, providing us with valuable insights into how we can better support customers.
Mike Kellner
Global Sr Director - AI and GenAI, TELUS
This single platform handles all forms of support—whether it's chat, video, or audio—allowing information to flow freely. Instead of adhering to basic scripts, the system understands natural language and solves problems quickly without losing track of the conversation.
Building an agentic AI ecosystem on Google Cloud
With Google Cloud, TELUS Digital created a seamless feedback loop that moves beyond passive data storage. It turned its customer experience data into a System of Action—a unified environment where AI automatically acts on real-time insights to resolve issues and optimize future customer journeys.
Google Cloud allows us to ground AI agents in our own data, so customers get accurate, instant answers that stay consistent across every channel.
Mike Kellner
Global Sr Director - AI and GenAI, TELUS
Raw conversational data from 22 million annual calls is ingested into BigQuery, which serves as the central Agentic Data Cloud for over 14 petabytes of structured and unstructured data across TELUS business units. Sensitive Data Protection automatically scrubs private details, allowing Gemini Enterprise Agent Platform to safely analyze every call for sentiment and root causes. These insights power Generative Playbooks—dynamic guides that ensure Gemini Enterprise for CX delivers the most accurate, real-time solutions for every customer.
TELUS customers no longer need to hunt down answers through endless menus. Instead, Gemini Enterprise for CX uses multimodal AI to understand exactly what a customer needs, whether they are typing, speaking, or sharing video.
Gemini Enterprise for CX maintains a continuous "memory" as customers move between channels. If a customer on chat moves to a live video session to show a damaged piece of equipment, they don’t need to repeat their problem. The AI agents have the context that was discussed.
When customers need human support, Gemini Enterprise for CX provides additional guidance for frontline TELUS staff. AI agents look up information and provide recommendations to frontline employees in real time, allowing them to spend less time searching for answers and more time creating meaningful customer connections.
A key capability of the Gemini Enterprise Agent Platform, Quality AI analyzes acoustic nuances, such as long silences or a customer’s tone of voice, to trigger real-time Agent Assist coaching during difficult calls. This helps TELUS employees achieve faster resolutions, resulting in happier customers.
The $53.9M result: 30% autonomous resolution and 87% faster customer service
Since migrating to Google Cloud, TELUS Digital has shifted 30% of its contact center traffic to AI-powered automation. This allows more customers to find instant resolutions while improving overall customer satisfaction.
TELUS saved $53.9 million in annual operational costs through increased use of conversational agents and better customer insights. This shift to AI also helped the company reduce the average time to resolve issues by 87%.
Frontline teams now spend less time on manual tasks such as creating tickets, writing up call summaries, and looking up information. They can stay focused on what’s important: resolving customer issues with empathy and care.
Previously, TELUS could only analyze about 1% of its calls. Today, the Gemini Enterprise Agent Platform reviews all 22 million annual interactions, using those insights to optimize every response. This jump in visibility means TELUS no longer has to guess the root causes of customer issues; it identifies them with certainty.
This massive data pool also changed the way the company builds. Instead of spending months writing manual code, TELUS engineers now use successful conversational logs from those millions of calls to create specialized AI agents in just days.
By using Gemini Enterprise for CX and Agent Platform, we solve customer problems 87% faster. Connecting our data in BigQuery turned these tools into a unified system that saves us $53.9M every year.
Mike Kellner
Global Sr Director - AI and GenAI, TELUS
Managers use AI to review employee performance, providing more personalized coaching and development plans for the customer-facing staff.
This success in transforming customer experiences with AI on Google Cloud is now being scaled across the company, starting with TELUS Health and TELUS Agriculture and Consumer Goods. By unifying data with Google’s Agentic Data Cloud on BigQuery and leveraging Gemini Enterprise tools, TELUS is proving that AI doesn't just cut costs. It builds a lasting competitive advantage through proactive, AI-driven customer care.
TELUS is a Canadian telecommunications and digital services company providing wireless, internet, and TV, alongside AI-driven solutions in healthcare, agriculture, and customer experience.
Industry: Technology
Location: Canada
Products: Gemini Enterprise Agent Platform, BigQuery, Gemini Enterprise for Customer Experience, Sensitive Data Protection
About Google Cloud partner — TELUS Digital
TELUS Digital crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. Learn more at: telusdigital.com.
