What was done
TELUS Digital built an outbound AI voice agent on ElevenLabs that calls new TELUS internet customers in their first 90 days. It discloses that it's an AI, explains why the first bill looks higher because of prorated charges, points people to the MyTELUS self-serve tools, and tells customers with both home and mobile service how to link accounts for a bundle discount. It can verify the customer by SMS code and read live billing data, and it sends people to self-serve channels instead of guessing. The pilot went from vendor selection to first live call in about six weeks.
Outcome
Across about 2,300 calls in the proof of concept, TELUS Digital reports an 8.5 out of 10 average satisfaction score, a 19% right-party contact rate in line with its best human outbound callers, and 30-day cancellations at less than half the rate of the wider new-customer group. Five more use cases are in development. Figures are self-reported by TELUS Digital.
Evidence: Company case study (TELUS Digital). Figures are as reported by the source and have not been independently audited by AgentsNorth.
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are an AI voice agent calling a new home internet customer on behalf of their provider. Start by greeting them, confirming you're speaking with the account holder, and clearly saying you're an AI assistant; ask if they're happy to continue. Then: explain that their first bill may look higher because it includes prorated charges for a partial month; introduce the self-serve app and website for managing their account; if they have both home and mobile service, explain how linking accounts unlocks their bundle discount. Only quote billing figures after verifying them with a one-time SMS code and pulling them from the billing system. If anything is outside your scope, point them to self-serve or a human agent. End with a quick setup tip and ask for a satisfaction rating from 1 to 10.