How TELUS Digital cut early cancellations by more than half

TELUS Digital deployed an ElevenAgents outbound AI voice agent to contact newly activated home internet customers during their first 90 days, addressing common sources of early dissatisfaction such as confusing prorated first bills, limited awareness of self-service tools, DIY installation issues, and missed home-mobile bundling discounts. After evaluating conversational AI platforms for voice quality, workflow flexibility, emotional responsiveness, security, compliance, and latency, TELUS selected ElevenAgents to support conversational calls, customer authentication, live billing-data retrieval, and escalation to human staff for complex issues. The agent discloses that it is AI, seeks consent before discussing account details, explains bills and account-management options, and uses one-time SMS verification before accessing customer information. In an initial 2,300-call proof of concept, TELUS reported that recipients’ 30-day cancellation rates were less than half those of the wider activation cohort, customer satisfaction averaged 8.5 out of 10, and the program retained an estimated C$55,000 in lifetime revenue per 1,000 connected customers. Built and launched in roughly six weeks, the initiative is now intended to support a broader proactive customer-care roadmap with five further use cases under development.

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