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Telus Digital uses ElevenAgents voice AI to cut early cancellations

Telus Digital built an outbound voice agent to welcome new home internet customers and reduce early cancellations.

Telus Digital uses ElevenAgents voice AI to cut early cancellations — image from ElevenLabs
Image: ElevenLabs

Summary

Telus Digital used ElevenAgents to build an outbound voice agent that calls new home internet customers within their first 90 days. The voice AI agent handles multi-step conversations, authenticates users with an SMS passcode, and reads live billing data mid-call. Among customers who received a call, 30-day cancellations dropped to less than half the rate of the broader cohort.

What changed

  • Telus Digital built an outbound voice agent using ElevenAgents for new home internet customers in their first 90 days.
  • The voice AI agent handles multi-step conversations that branch based on customer answers.
  • The agent authenticates customers mid-call using an SMS passcode and reads live billing data through an API connection.
  • Among customers who received a call, 30-day cancellations were less than half the rate of the broader new customer cohort.

Availability

Available now

“Using ElevenAgents, TELUS Digital built an outbound voice agent for its customers, welcoming new home internet customers in their first 90 days.”

Founder takeaway

If your onboarding process suffers from early churn, test an outbound voice AI agent to handle check-in calls and billing questions.

Source

ElevenLabsHow TELUS Digital cut early cancellations by more than half

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