A story of enterprise AI adaptability

Before we help others, we have to help ourselves. That's where the best innovations are born.

This is the story of how TELUS, one of North America's largest telecom providers, faced a common AI dilemma. Like many Canadian enterprises, they needed to implement generative AI while meeting strict security and privacy standards. But instead of settling for off-the-shelf solutions, TELUS took a bold step and built its own enterprise AI solution.

"Building our own generative AI solution wasn't just a technology decision – it was about gaining the freedom to innovate and adapt as both the technology and our people's needs evolve, all while maintaining the stringent security standards our Canadian enterprise demands," explains Justin Watts, Distinguished Engineer at TELUS.

What began as an internal project to solve TELUS's AI challenges evolved into something much bigger. The team didn't just want to create another AI platform – they wanted to reshape how people work together. They believed that technology should mirror the way teams naturally collaborate: openly, flexibly, and creatively.

But what makes this story unique isn't just the numbers (which are astonishing) – it's the philosophy behind them. Instead of building walls between teams or locking themselves into single-vendor relationships, TELUS created a platform that encourages the sharing of ideas and technologies while maintaining the highest security standards.

Think of it as building a digital workspace that works the way people do – adaptable, collaborative, and always evolving. This wasn't just about deploying new technology; it was about creating a blueprint for the future of work itself.

TELUS’ approach embodied the very principles they sought to instill in their AI solution: innovation born from necessity, adaptability in the face of challenges, and a commitment to breaking down barriers while upholding the highest standards of security and privacy.

The challenge: Embracing AI vendor flexibility

TELUS encountered a common enterprise challenge of scaling AI adoption across their organization. The challenge wasn't just about adopting AI but about doing so without falling into the trap of single-vendor dependency.

AI providers come and go, model performance can be as unpredictable as the weather, and large upfront commitments can chain a company to a single vendor, stifling innovation and adaptability. Add to this the ever-present security concerns and the daunting task of deciding which vendors to trust.

TELUS needed more than just an AI solution; they needed a flexible, future-proof strategy. Their vision was ambitious yet clear:

• Leverage the power of multiple AI models and vendors, avoiding the pitfalls of putting all their eggs in one basket.
• Create a system that could grow seamlessly with the company, adapting to new challenges and opportunities.
• Stay agile in the face of rapid AI advancements, ready to pivot and integrate new technologies at a moment's notice.
• Navigate the labyrinth of regulatory requirements without losing speed or efficiency.
• Seamlessly integrate with existing systems, enhancing rather than disrupting current workflows.

But how do you build something so flexible without creating a tangled web of complexity? This is where TELUS's innovative approach truly shone.

The solution: A multi-modal, multi-model AI solution

TELUS knew that buying ready-made AI tools would be like putting their business in a straitjacket. These off-the-shelf solutions might solve today's problems, but they'd limit TELUS's ability to grow and change. So, they decided to build their own AI platform from scratch.

Among the AI solutions they built, Fuel iX Copilots gave TELUS the freedom to try new things and adapt quickly, all while meeting rigorous Canadian security standards and data sovereignty requirements that are critical for compliance with privacy laws that regulate how Canadian enterprises handle sensitive data.

Fuel iX Copilots turned out to be just what TELUS needed.

1. It can use different AI tools for different jobs, so TELUS isn't stuck with just one company's technology.
2. It can grow or shrink as needed, like a sponge soaking up or squeezing out water.
3. It can learn new AI tricks as they're invented, staying up-to-date without starting from scratch.
4. It follows all the rules and keeps data safe, but in a way that TELUS can adjust as needed.
5. It plays nice with all the other computer systems TELUS already uses.
   

According to Watts:

‍"Being able to switch between different AI tools isn't just nice to have – it's absolutely necessary if you want to stay ahead of the game. The world of AI changes faster than fashion trends. The best AI today might be old news tomorrow. By building a platform that can work with any AI tool, we've given ourselves the power to use the best stuff out there while keeping our data safe and sound. It's all about making work easier, making people happier, and getting things done."

This approach means TELUS isn't just keeping up with AI – they're leading the pack. By creating a flexible system that can change with the times, TELUS has set themselves up to make the most of AI, both now and in the future.

The results: Flexibility drives success

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TELUS' bold move to create Fuel iX Copilots didn't just change their approach to AI – it revolutionized how their entire organization works. The results speak volumes about the power of flexible, adaptable AI solutions:

Flexibility and Efficiency

• Teams now pick the perfect AI tools for their unique challenges, thanks to the multi-model platform.
• Workloads effortlessly scale across departments, showcasing true AI vendor flexibility.
• New AI capabilities are seamlessly adopted without disruptive platform changes.
• Strict compliance requirements are met through customizable controls, ensuring security without sacrificing innovation.

Boosting Productivity Across the Board

• TELUS team members save an average of 40 minutes each time they use internal GenAI tools.
• Tasks like research, document development, data analysis, and coding are now completed in a fraction of the time.
• To date, over 500,000 hours have been saved – that's the equivalent of more than 62,000 working days!

Support and Planning

• IT-support queries, now handled by a GenAI-powered assistant as the first line of defense, are resolved 75% faster than before.
• An AI-powered project planning assistant has slashed timeline calculation times from three hours to just 90 seconds.
• This improvement alone has generated over $2 million in efficiency gains.
  

Fuel iX Copilots for anyone

Fuel iX Copilots are now widely available to other enterprise companies that want to use AI but are worried about security, control, and getting stuck with one vendor, cloud provider, or application.

Fuel iX Copilots lets you:

• Use different AI models without changing your setup
• Keep your data safe and follow regulations
• Customize AI tools for different teams quickly
• See and control how AI is used across your company