Use a consortium of field techs that are grouped into those that work for Telus and those who work on Telus customers Devices. Use the consortium to bounce off customers ideas, employees ideas and industry related professionals. This works hard and software development, billing, customer relations and the vendor ,supply side as well. For instance the new AI support service should be explored by field techs and customers for two levels of use differences. Eliminating menus and questions for advanced support needs while fulfilling common issues for the inexperienced.