New subscribers churned before anyone called—too costly to reach them all. An AI agent now calls every one; early cancellations halved.
One of Canada's largest communications companies, with C$20 billion in annual revenue, 21 million customer connections, and 123,000 net new high-speed internet subscribers added in 2025 alone.
New internet customers were most likely to cancel before anyone at the company had spoken to them. First-bill confusion, low self-serve adoption, DIY...
“We went into this pilot with a clear hypothesis: reach new customers early, before any frustration sets in, and you change the trajectory of that relationship. The results proved it out: Early cancellations cut by more than half, along with very strong customer satisfaction, and our virtual agent connected with the right person at a rate on par with our best outbound agents. What this tells us is that the quality of the interaction matters as much as the timing, and ElevenLabs gave us both.”
Digital customer experience and AI solutions for enterprise brands.
AI voice synthesis platform for text-to-speech, dubbing, and voice cloning.
TELUS Digital's Customer welcome calls is part of this use case:
Related implementations across industries and use cases
Email moved some customers; calls moved more—but not at 350K accounts. An AI voice agent ran the calls: 33% answered, 3%+ activated.
At 5M calls/year, routine tasks consumed agents. Voice AI now owns verification and scheduling; staff focus on the calls that need a human.
Off-hour callers in crisis waited days for help. Now, voice AI fields calls, routes urgent cases to humans, and automates documentation.
Off-hour callers in crisis waited days for help. Now, voice AI fields calls, routes urgent cases to humans, and automates documentation.
Simple questions buried in static menu trees. Voice agents now resolve half of calls end-to-end, 24 hours a day.
QC simulations ran 15 hours and reset from scratch on every change. Digital twins cut that to 3.6 seconds.
Growing AI adoption flooded the security queue faster than analysts could triage. Now an agent handles every incident without a human pass.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
One customer, multiple policies, 60+ systems—consistency was out of reach. AI now keeps context intact across voice, WhatsApp, and chat.
New subscribers churned before anyone called—too costly to reach them all. An AI agent now calls every one; early cancellations halved.
One of Canada's largest communications companies, with C$20 billion in annual revenue, 21 million customer connections, and 123,000 net new high-speed internet subscribers added in 2025 alone.
New internet customers were most likely to cancel before anyone at the company had spoken to them. First-bill confusion, low self-serve adoption, DIY...
“We went into this pilot with a clear hypothesis: reach new customers early, before any frustration sets in, and you change the trajectory of that relationship. The results proved it out: Early cancellations cut by more than half, along with very strong customer satisfaction, and our virtual agent connected with the right person at a rate on par with our best outbound agents. What this tells us is that the quality of the interaction matters as much as the timing, and ElevenLabs gave us both.”
Digital customer experience and AI solutions for enterprise brands.
AI voice synthesis platform for text-to-speech, dubbing, and voice cloning.
TELUS Digital's Customer welcome calls is part of this use case:
Related implementations across industries and use cases
Email moved some customers; calls moved more—but not at 350K accounts. An AI voice agent ran the calls: 33% answered, 3%+ activated.
At 5M calls/year, routine tasks consumed agents. Voice AI now owns verification and scheduling; staff focus on the calls that need a human.
Off-hour callers in crisis waited days for help. Now, voice AI fields calls, routes urgent cases to humans, and automates documentation.
Off-hour callers in crisis waited days for help. Now, voice AI fields calls, routes urgent cases to humans, and automates documentation.
Simple questions buried in static menu trees. Voice agents now resolve half of calls end-to-end, 24 hours a day.
QC simulations ran 15 hours and reset from scratch on every change. Digital twins cut that to 3.6 seconds.
Growing AI adoption flooded the security queue faster than analysts could triage. Now an agent handles every incident without a human pass.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
One customer, multiple policies, 60+ systems—consistency was out of reach. AI now keeps context intact across voice, WhatsApp, and chat.