From the source
TELUS Digital built an outbound voice agent on ElevenAgents that calls new home internet customers in their first 90 days, after TELUS found new customers were most likely to cancel before anyone from the company had spoken to them.
- Among customers who received a call, 30-day cancellations were less than half the rate of the broader cohort of new customers who had activated, according to the company.
- The agent explains the first bill, introduces self-serve tools and prompts customers to claim bundling discounts, addressing four friction points TELUS identified in the first 90 days: first-bill confusion, low self-serve adoption, DIY install churn and missed bundling discounts.
- TELUS Digital evaluated enterprise conversational AI platforms between November 2025 and February 2026 against five criteria, including voice expressiveness, agent framework flexibility, real-time emotional modulation, enterprise security and compliance, and response latency, and selected ElevenAgents over other vendors.
- The agent identifies itself as an AI and asks for agreement before discussing account information, authenticates customers with a one-time SMS passcode and retrieves live billing data through a verified API connection, routing complex cases to TELUS team members.
- TELUS Digital had already built its Fuel iX Agent Trainer on ElevenAgents, which as of June 2026 had completed more than 90,000 simulations and reduced onboarding time by 20%.
