AI BriefingTELUS Digital cuts early internet cancellations by more than half using ElevenAgents voice AI
·2026.10.30 21:00
Key point
The agent, built in six weeks, retained C$55,000 in lifetime revenue per 1,000 customers and achieved an 8.5/10 satisfaction rating.
Details
- TELUS Digital deployed an outbound voice agent using ElevenAgents to call new home internet customers within their first 90 days, reducing 30-day cancellations to less than half the rate of the broader activation cohort.
- The agent addresses four key friction points: first-bill confusion, low self-serve adoption, DIY install churn, and missed bundling discounts, retaining C$55,000 in lifetime revenue per 1,000 customers connected.
- Built in approximately six weeks, the agent authenticates customers via SMS passcode, retrieves live billing data through verified APIs, and routes complex issues to human agents, achieving an 8.5/10 average satisfaction rating.
- TELUS Digital selected ElevenAgents after evaluating platforms for voice expressiveness, framework flexibility, and security, leveraging prior success with the Fuel iX Agent Trainer which reduced onboarding time by 20%.
- The agent discloses its AI identity, requires customer consent to proceed, and enforces governance rules by ending calls if consent is withdrawn or if human intervention is requested.
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