Sydney's Local Measure has developed a generative artificial intelligence (GenAI) asynchronous messaging tool for Canadian customer experience company TELUS International in Vancouver.
The tool, TELUS Expert Messaging, operates 24 by 7, and eliminates wait times associated with normal phone and live chat queues.
Local Measure developed the tool using Engage which is a prebuilt cloud contact centre platform built on Amazon Web Services.
It integrates with Amazon Connect and seamlessly combines customer communications, Amazon Bedrock foundation models and machine learning, into a single interface.
Engage supports voice, asynchronous messaging via email, Facebook Messenger, WhatsApp, LINE and Instagram direct messages.
Currently, TELUS Expert Messaging is available in English with a French version set to launch on the MyTELUS app in the fourth quarter.
The work for NYSE-listed TELUS International was announced in March this year.
TELUS International is a subsidiary of Canadian telco TELUS.
Local Measure partnered with TELUS International and the Canadian company's WillowTree subsidiary, the Sydney firm's chief executive Jonathon Barouch said.
“Together, we've reimagined the service experience for TELUS, providing an intuitively designed, single-pane-of-glass and incorporating GenAI-powered agent assistance to boost efficiency across all modern communication channels," Barouch said.
"With the addition of our asynchronous messaging capability, TELUS can now provide even more efficient and seamless interactions for its customers, setting a new standard in customer service," he added.
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