How TELUS built a flexible enterprise AI solution that empowers 50,000+ employees

Challenge

TELUS encountered a common enterprise challenge of scaling AI adoption across its organization. The challenge wasn't just about adopting AI but about doing so without falling into the trap of single-vendor dependency.

AI providers come and go, model performance can be as unpredictable as the weather, and large upfront commitments can chain a company to a single vendor, stifling innovation and adaptability. Add to this the ever-present security concerns and the daunting task of deciding which vendors to trust.

TELUS needed more than just an AI solution; they needed a flexible, future-proof strategy. Their vision was ambitious yet clear:

• Leverage the power of multiple AI models and vendors, avoiding the pitfalls of putting all their eggs in one basket.
• Create a system that could grow seamlessly with the company, adapting to new challenges and opportunities.
• Stay agile in the face of rapid AI advancements, ready to pivot and integrate new technologies at a moment's notice.
• Navigate the labyrinth of regulatory requirements without losing speed or efficiency.
• Seamlessly integrate with existing systems, enhancing rather than disrupting current workflows.

But how do you build something so flexible without creating a tangled web of complexity? This is where TELUS's innovative approach truly shone.

Solution

TELUS knew that buying ready-made AI tools would be like putting their business in a straitjacket. These off-the-shelf solutions might solve today's problems, but they'd limit TELUS's ability to grow and change. So, they decided to build their own AI platform from scratch.

Among the AI solutions they built, Fuel iX Copilots gave TELUS the freedom to try new things and adapt quickly, all while meeting rigorous Canadian security standards and data sovereignty requirements that are critical for compliance with privacy laws that regulate how Canadian enterprises handle sensitive data.

Copilots turned out to be precisely what TELUS needed:

• Copilots uses the best AI for each task—no vendor lock-in.
• It expands or contracts to match demand, like a sponge adapting to its environment.
• Copilots adopt new AI capabilities as they emerge, without starting from scratch.
• It helps enforce data security and governance policies with built-in, adjustable safeguards.
• Copilots works smoothly with TELUS’s existing systems and infrastructure.

According to Watts:

‍"Being able to switch between different AI tools isn't just nice to have – it's absolutely necessary if you want to stay ahead of the game. The world of AI changes faster than fashion trends. The best AI today might be old news tomorrow. By building a platform that can work with any AI tool, we've given ourselves the power to use the best stuff out there while keeping our data safe and sound. It's all about making work easier, making people happier, and getting things done."

This approach means TELUS isn't just keeping up with AI – they're leading the pack. By creating a flexible system that can change with the times, TELUS has set itself up to make the most of AI, both now and in the future.

Results

TELUS' bold move to create Copilots didn't just change their approach to AI – it revolutionized how their entire organization works. The results speak volumes about the power of flexible, adaptable AI solutions:

Flexibility and efficiency

• Teams now pick the perfect AI tools for their unique challenges, thanks to the multi-model platform.
• Workloads effortlessly scale across departments, showcasing true AI vendor flexibility.
• New AI capabilities are seamlessly adopted without disruptive platform changes.
• Strict compliance requirements are met through customizable controls, ensuring security without sacrificing innovation.

Boosting productivity across the board

• TELUS team members save an average of 40 minutes each time they use internal GenAI tools.
• Tasks like SEO research, document development, data analysis and coding are now completed in a fraction of the time.
• To date, over 500,000 hours have been saved – that's the equivalent of more than 62,000 working days!

Support and planning

• IT-support queries, now handled by a GenAI-powered assistant as the first line of defense, are resolved 75% faster than before.
• An AI-powered project planning assistant has slashed timeline calculation times from three hours to just 90 seconds.
• This improvement alone has generated over $2 million in efficiency gains.

Fuel iX Copilots for anyone

Copilots are now widely available to other enterprise companies that want to use AI but are worried about security, control, and getting stuck with one vendor, cloud provider or application.

Copilots lets you:

• Use different AI models without changing your setup
• Keep your data safe and follow regulations
• Customize AI tools for different teams quickly
• See and control how AI is used across your company
• Tap into knowledge faster using no-code retrieval-augmented generation (RAG)
• Empower teams to build custom AI assistants—no technical expertise required
• Maintain secure, efficient AI operations with centralized guardrails and analytics

Want to dig deeper into the TELUS adoption journey? Download our Pilot-to-production GenAI guide to learn more about TELUS’ successful digital transformation journey.