TELUS Earns Third-Party Validation for Bilingual AI Customer Service Tool with Armilla AI Evaluation

Armilla AI Completes Independent Evaluation of TELUS’ Bilingual Generative AI Customer Service Tool

Armilla AI has conducted a thorough third-party evaluation of TELUS’ generative AI-powered customer support chatbot, which serves over 20 million subscribers in both English and French. This independent assessment highlights TELUS’ commitment to responsible AI deployment and customer trust.

A New Standard for Responsible AI in Customer Support

With increasing scrutiny on AI applications, TELUS took a proactive approach by engaging Armilla AI to perform a multi-phase evaluation. The process tested system performance, reliability, safety, bias, and fairness through both automated and manual methods, including red-teaming to uncover vulnerabilities.

Baiju Devani, CTO at Armilla AI, emphasized that TELUS is setting an example by combining independent evaluation with strong governance. This approach reduces compliance and liability risks while demonstrating how to use AI tools responsibly in customer service.

Validation of Trust and Safety

Pam Snively, Chief Data & Trust Officer at TELUS, stated, “Validation by Armilla’s world-class, third-party experts demonstrates our commitment to high standards for data and AI use.” This reflects TELUS’ focus on building AI solutions that customers can trust to deliver reliable support.

Evaluation Frameworks and Governance

The assessment aligned with recognized standards and frameworks, including:

• ISO/IEC 42001 – AI Management Systems
• NIST AI Risk Management Framework
• Canada’s Voluntary Code of Conduct on the Responsible Development and Management of Generative AI Systems
• The Responsible AI Institute’s assessment framework for AI accountability and transparency

Adhering to these frameworks ensures the AI tool meets rigorous safety and fairness benchmarks, which is crucial for maintaining customer confidence in AI-driven support.

The Importance of Third-Party AI Evaluations

Third-party evaluations like this are becoming essential for businesses deploying generative AI applications. Regulatory authorities, such as the Privacy Commissioner of Canada, support independent assessments to ensure compliance and reduce risks.

These evaluations help identify potential issues before deployment, support ongoing risk management, and enhance system reliability, which ultimately benefits customer support teams by providing tools they can trust.

TELUS’ Commitment to Continuous Improvement

TELUS continues to refine its AI systems, following best practices in responsible AI adoption. This leadership reinforces the company's dedication to safe, effective, and customer-centric technology solutions in telecommunications.

About Armilla AI

Armilla AI specializes in AI liability insurance and risk management services, helping organizations deploy AI tools that are safe, reliable, and compliant. Their services are backed by Lloyd’s of London and top-tier insurers.

About TELUS

TELUS (TSX: T, NYSE: TU) is a major communications technology company with over 20 million customer connections and more than $20 billion in annual revenue. TELUS is dedicated to leveraging technology to improve human outcomes, delivering exceptional customer service and social impact.

For customer support professionals interested in learning more about responsible AI and its applications, exploring Complete AI Training offers practical courses that cover AI tools and governance frameworks.