Normalized claim
Calls resolved proactively: 30% increase
30% of customer calls are resolved proactively with AI agents
TELUS Digital automates 30% of customer calls and resolves 87% faster with BigQuery and Gemini Enterprise Agent Platform
Use case typeContact center modernizationUpdated Jun 27, 2026
TELUS Digital, part of TELUS, modernized customer experience operations for telecommunications support across chat, voice, and video. The company used BigQuery, Gemini Enterprise for CX, Gemini Enterprise Agent Platform, and Sensitive Data Protection to ingest and analyze 22 million annual calls, preserve conversational context across channels, generate real-time playbooks, and coach frontline staff.
- Organization
- TELUS
- Industry
- Tech & Comms
- Location
- Canada
- Published
- June 2026
Reported outcomes
Average time to resolve issues: −87%
Time & speed
Annual operational cost savings: 53.9 USD millionAnnual interactions analyzed: 22 million calls
Catalog median for time & speed deployments: −50% across 295 reported metrics. Compare benchmarks →
Planned next steps
- The source says the organization aims to achieve: Expanded analytics coverage to all interactions.
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Average time to resolve issues: 87% decrease
reduce the average time to resolve issues by 87%
Normalized claim
Annual operational cost savings: 53.9 USD million decrease
TELUS saved $53.9 million in annual operational costs
Normalized claim
Annual interactions analyzed: 22 million calls increase
Today, the Gemini Enterprise Agent Platform reviews all 22 million annual interactions
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- TELUS
- Provider
- GCP
- Maturity
- Production
- Linked source
- Google Cloud Customer Stories
9 million in annual operational costs
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1Contact center modernization
- 2Customer service agent
- 3Conversational analytics
- TELUS ingested raw conversational data from 22M+ calls into BigQuery as a central Agentic Data Cloud.
- Gemini Enterprise for CX maintained conversational memory across channels and used multimodal AI to understand customer needs.
- Gemini Enterprise Agent Platform and Sensitive Data Protection analyzed sentiment and root causes across interactions.
- Generative Playbooks and real-time Agent Assist/Quality AI coaching helped frontline employees resolve issues faster.
- 30% of contact center traffic was shifted to AI-powered automation.
- Average time to resolve issues fell by 87%.
- TELUS saved $53.9 million in annual operational costs.
- The platform reviewed all 22 million annual interactions instead of about 1%.
Architecture
Raw conversational data from 22 million annual calls is ingested into BigQuery, which acts as the central Agentic Data Cloud for structured and unstructured data. Sensitive Data Protection scrubs private details so Gemini Enterprise Agent Platform can analyze every call for sentiment and root causes. Those insights power Generative Playbooks and Gemini Enterprise for CX, which provides multimodal customer support, cross-channel memory, and real-time Agent Assist coaching.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: Jun 27, 2026Publisher: Google CloudEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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