What challenges did TELUS face before AI implementation?

Legacy script-based systems could not scale across chat, voice, and video. Customer conversations lost context when people switched channels. Analytics visibility covered only about 1% of calls.

What was the impact of the AI solution?

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%.

Rank#231of 3,107

Source

GCP

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

−87%

average time to resolve issuesTime & speed

+30%calls resolved proactively53.9 USD millionannual operational cost savings22 million callsannual interactions analyzed

Strategic outcomes

Customer experience & trustEnabled cross-channel conversational continuityScale & capacityExpanded analytics coverage to all interactionsCost efficiencyReduced manual work for frontline teamsCustomer experience & trustImproved real-time coaching for agentsSpeed & agilityAccelerated AI agent creation

Catalog median for time & speed deployments: −60% across 727 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 3

1Contact center modernization
2Customer service agent
3Conversational analytics

Legacy script-based systems could not scale across chat, voice, and video.
Customer conversations lost context when people switched channels.
Analytics visibility covered only about 1% of calls.

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.

Technologies

BigQuery Gemini Enterprise for CX Gemini Enterprise Agent Platform Sensitive Data Protection

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

Groundedness: 5/5Type: Customer StoryPublished: Jun 27, 2026Publisher: Google CloudEvidence: PrimaryConfidence: High

Primary source

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Customer evidence