Powered by Fuel iX, an enterprise-grade AI engine, TELUS
GenAI customer support tool provides a safe, convenient and
intuitive customer support experience
TORONTO, May 21, 2024
/CNW/ - TELUS is proud to announce that its generative AI
(GenAI) customer support tool has made history by becoming the
first in the world to be internationally certified in Privacy by
Design (ISO 31700-1). This milestone underscores TELUS' commitment
to ensuring the highest standards of privacy and data protection,
while continuously innovating to deliver a best-in-class customer
experience. It is the second such MSECB certification for TELUS,
which became the first company in the world to secure the ISO
31700-1 Privacy by Design certification for its Data for Good
program in October 2023.
The TELUS.com GenAI support tool, powered by Fuel iX, an
enterprise-grade AI engine provided by TELUS International, is one
of the first customer-accessible GenAI solutions developed by a
Canadian organization. The support tool gives TELUS customers the
ability to access fast and intuitive responses to their queries,
providing them with a more convenient and seamless digital
experience. Privacy by Design is a framework that proactively
embeds privacy into the design and operation of systems, ensuring
that privacy is the default setting. By achieving this
certification, TELUS has continued to demonstrate its dedication to
safeguarding user data and upholding the highest ethical standards
in technology, including the use of AI.
"At TELUS, we believe that a responsible, ethical and
human-centric approach to technology design and data stewardship is
the only way to ensure that GenAI delivers on its potential to
enable amazing outcomes," said Pam
Snively, Chief Data & Trust Officer at TELUS. "TELUS'
GenAI support tool is one example of how we are actively striving
to deliver technology that truly puts customers first, delivering
functional value and trustworthiness at the same time."
To address concerns around and limitations of generative AI,
TELUS has a comprehensive Responsible AI program in place and
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. TELUS also applies a collaborative and rigorous approach
to testing its AI tools to reduce risks and improve accuracy,
called Purple Teaming. This approach combines both adversarial
testing, commonly known as red-teaming, with blue-teaming, that
consists of innovative defensive techniques to effectively enable
the company to identify weaknesses and confirm validity and
robustness of an AI application. TELUS provides clear information
on how the tool works, and how it doesn't work while also following
a data ethics framework and continued monitoring of the system with
human oversight.
"Generative AI offers tremendous opportunities, but we also must
be prudent about mitigating potential risks. User privacy is a key
area of focus for TELUS and the Fuel iX software solution. The ISO
Privacy by Design certification is a tangible validation of that
commitment," said Tobias Dengel,
President of WillowTree, a TELUS International Company and General
Manager of Fuel iX.
The GenAI tool's evaluation was conducted by KPMG, an
international auditing and advisory firm, which reported its
alignment with international privacy criteria and the requirements
laid out in the ISO 31700-1 Privacy by Design Standard.
"As an early adopter of GenAI and without the benefit of a body
of precedents against which to measure its approach, TELUS has
demonstrated a strong commitment to a human-centric approach with
customer trust being a core priority," said Sylvia Klasovec Kingsmill, Partner, Global Cyber
Privacy Services Leader, KPMG. "As this is a rapidly evolving
space, we encourage TELUS to continue its leadership in this area
through broad-based, multi-stakeholder engagement and
dialogue."
TELUS is a global leader in the responsible and ethical use of
AI, and recently won an international Outstanding Organization 2023
prize from the Responsible AI Institute in recognition of its
commitment to fostering trust and benefitting society. It's also
the first telecom company in Canada to sign the Government of Canada's voluntary code of conduct for
generative AI, which aims to ensure the transparent, equitable and
responsible development and deployment of GenAI technology. Earlier
this year, the company published its inaugural TELUS AI report: The
power of perspectives in Canada,
sharing the perceptions, insights and opinions of AI from nearly
5,000 Canadians, including Indigenous Peoples, racialized groups,
older Canadians, new Canadians, youth, people with physical
disabilities, and the LGBTQ2S+ community.
For more information about TELUS' commitment to responsible AI,
visit telus.com/responsibleAI.
About TELUS:
TELUS (TSX: T, NYSE: TU) is a dynamic, world-leading
communications technology company with more than $20 billion in annual revenue and over 19 million
customer connections spanning wireless, data, IP, voice,
television, entertainment, video, and security. Our social purpose
is to leverage our global-leading technology and compassion to
drive social change and enable remarkable human outcomes. Our
longstanding commitment to putting our customers first fuels every
aspect of our business, making us a distinct leader in customer
service excellence and loyalty. The numerous, sustained accolades
TELUS has earned over the years from independent, industry-leading
network insight firms showcase the strength and speed of TELUS'
global-leading networks, reinforcing our commitment to provide
Canadians with access to superior technology that connects us to
the people, resources and information that make our lives
better.
Operating in 32 countries around the world, TELUS International
(TSX and NYSE: TIXT) is a leading digital customer experience
innovator that designs, builds, and delivers next-generation
solutions, including AI and content moderation, for global and
disruptive brands across strategic industry verticals, including
tech and games, communications and media, eCommerce and fintech,
banking, financial services and insurance, healthcare, and
others.
TELUS Health is a global healthcare leader, which provides
employee and family primary and preventive healthcare and wellbeing
solutions. Our TELUS team, along with our 100,000 health
professionals, are leveraging the combination of TELUS' strong
digital and data analytics capabilities with our unsurpassed client
service to dramatically improve remedial, preventive and mental
health outcomes covering nearly 72 million lives, and growing,
around the world. As the largest provider of digital solutions and
digital insights of its kind, TELUS Agriculture & Consumer
Goods enables efficient and sustainable production from seed to
store, helping improve the safety and quality of food and other
goods in a way that is traceable to end consumers.
Driven by our determination and vision to connect all citizens
for good, our deeply meaningful and enduring philosophy to give
where we live has inspired TELUS and our team to contribute
$1.7 billion, including 2.2 million
days of service since 2000. This unprecedented generosity and
unparalleled volunteerism have made TELUS the most giving company
in the world. Together, let's make the future friendly.
For more information about TELUS, please visit telus.com,
follow us at @TELUSNews on X and @Darren_Entwistle on
Instagram.
Media Contacts:
Emily
Piccinin
TELUS Communications
emily.piccinin@telus.com
SOURCE TELUS Communications Inc.