CCW 2025: Revolutionizing Customer Experience - the TELUS Success Story | AWS Events

Discover how TELUS transformed its customer support operations through a strategic partnership with AWS Partner Local Measure, leveraging generative AI to create an innovative asynchronous messaging solution. This session dives deep into how the integration of AI-powered tools within the My TELUS mobile app led to remarkable improvements in customer satisfaction, including a 5-point increase in First Contact Resolution and a 50% reduction in after-contact work time. The solution not only enabled 24/7 customer support and enhanced operational agility during peak periods but also provided valuable data-driven insights for continued service optimization.

This session was recorded at Customer Contact Week (CCW) 2025, the world's premier contact center conference attracting over 5,000 attendees annually. To learn more about Amazon Connect, go to https://go.aws/4oto6CI

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