Telecom support agents resolve 30% of customer calls on their own

TELUS Digital, the IT arm of Canadian telecom TELUS, rebuilt its contact center on Google Cloud. It fields over 22 million customer calls a year across chat, voice and video. Call data now flows into BigQuery, private details are scrubbed automatically, and Gemini models score each call for mood and underlying causes. The results feed playbooks that guide AI agents, which keep context when a customer switches channels and hand live hints to staff when a person takes over. TELUS reports 30% of calls now resolved proactively by AI, issues fixed 87% faster, and $53.9M in yearly savings. Analysis grew from about 200K calls to the full 22 million. This is a case study published by Google, the vendor.