Generative AI for telecommunications: Inside TELUS' Fuel iX platform
Data and Voice · Apr 3, 2025
The telecommunications industry is on the cusp of a major transformation, driven by the power of generative AI. TELUS is leading this revolution with Fuel iX, which recently
earned the prestigious Mercure award
for AI-driven productivity enhancement at the 2025 Mercuriades business competition. This recognition validates TELUS' innovative approach to implementing generative AI for telecommunications solutions.In a recent webinar,
Brandon Nash
and Bryan Padgett
of TELUS Digital unveiled how Fuel iX, their innovative generative AI platform, is revolutionizing how telcos operate and serve their customers. Here's a look at how this award-winning technology is reshaping the industry.Fuel iX: The next generation of AI for telcos
Fuel iX is not just another AI tool – it's a comprehensive, enterprise-grade platform co-created with TELUS for telecommunication use cases. As Brandon explained, "We've developed this amazing generative AI ecosystem that allows you to utilize generative AI in a safe, sustainable and scalable software."
Key features of Fuel iX include
- Multi-model capability: Seamlessly switch between different AI models
- Multimodal functionality: Interpret text, images, code, and various file formats
- Enhanced security: Keep data secure within your systems
- Customizability: Create tailored solutions for different roles and use cases
- Canadian data sovereignty: Ensures compliance with data regulations
Transforming operations and customer service
Fuel iX is already making a significant impact at TELUS, with impressive results:
- $50 million in combined savings and revenue
- 500,000 hours saved in the last 18 months
- 7,000 community copilots created by employees
- 25 generative AI applications in production
Bryan highlighted a specific use case: "We built a conversational assistant on our public website that leverages Fuel iX, and it's the first GenAI chat experience to be awarded the ISO 37001 privacy by design certification."
This customer-facing tool has led to
- 60% of users resolving issues without escalation
- $1.1 million in estimated savings from reduced call volume
Empowering employees and enhancing training
One of the most exciting applications of Fuel iX is in employee training and support. The platform includes an Agent Trainer module that simulates customer interactions, helping new hires get up to speed faster and reducing churn rates.
Brandon explained the potential impact: "We can reduce the contact centre agent churn rate. We can decrease that average time to agent proficiency. I could see a realm of a reduction of 15 to 25% on the centred agent churn rate and anywhere between four to six weeks on time to proficiency."
Flexible integration for businesses of all sizes
Whether you're a large telco or a small MSP, Fuel iX is designed to adapt to your needs. The platform can integrate with various systems and tools, including:
- Google Suite
- Microsoft 365
- Salesforce
- Workday
- Custom APIs and data repositories
As Brandon noted, "Fuel iX is extremely adaptable. And that's why we created it in the first place was to lower that barrier of entry into generative AI and allow you to bite small and chew fast with Fuel iX."
Responsible AI: the foundation of our generative AI approach
At TELUS, our exploration of generative AI in telecommunications is built upon a strong foundation of responsible AI practices. In our previous article, "
The importance of responsible AI
", we outlined how TELUS implements AI according to the TELUS Trust Model, emphasizing trust, fairness and transparency in all applications.As we venture further into this exciting technology, these established principles guide our development process. We recognize that the power of generative AI comes with significant responsibility. Our framework ensures that these solutions not only drive innovation but also maintain the highest standards of ethics and user trust.
By integrating these practices into our generative AI initiatives, we're shaping the future of telecommunications in a way that's ethical, trustworthy and beneficial for all while safeguarding the interests and privacy of our customers and partners.
The future of AI in telecommunications
The potential applications for Fuel iX in the telco industry are vast, from driving operational efficiency, optimizing network operations, to enabling new revenue streams.. The recent Mercure award recognition underscores the platform's effectiveness in driving productivity and innovation in the telecommunications sector. As AI technology continues to evolve, platforms like Fuel iX will play a crucial role in helping telecommunications companies stay competitive and deliver exceptional experiences to their customers.
Dive deeper into Fuel iX's game-changing capabilities. The webinar recording offers an exclusive look at live demonstrations, in-depth explanations of key features, and real-world examples of how this platform is driving millions in savings for TELUS. Whether you're a telecom executive, an IT professional, or simply curious about the future of AI in telecommunications, this webinar is packed with insights you won't find anywhere else. Watch now to stay ahead of the curve in the rapidly evolving world of generative AI for telecommunications.
Seize this opportunity to transform your business with the power of AI.
Contact TELUS Partner Solutions
today to learn how Fuel iX can revolutionize your telecommunications operations.
