The TELUS Virtual Assistant: 24/7 Service for a 24/7 World

TELUS Employee
TELUS Employee

These days, we expect information to be right at our fingertips, right when we need it. If we want to know why the sky is blue, we want 2.4 billion results in 0.62 seconds.


We know our customers want to be able to access information on their own time and we’ve been looking for a way to provide our customers the answers they need, any time they need them. Now we have it!


Introducing the TELUS Virtual Assistant


The TELUS Virtual Assistant is a 24/7 interactive chatbot that can answer questions, perform simple account transactions, and provide tips and tricks to optimize your mobile and home service.  


Launched in February, the TELUS Virtual Assistant is one of the first support chatbots in our industry in Canada. The Virtual Assistant is still learning as new information is added every day, but it can already help customers with account details, data top up, Easy Roam add-ons, and other transactions. Best of all, there’s no waiting!


How it Works


  • Visit, and hit the ‘chat’ button on the bottom right corner of the page
  • Select the product you need help with (Mobility or Home)
  • Select ‘Billing’ or ‘My Account’ to connect to the assistant


Stay Tuned


As the Virtual Assistant continues to grow, we will be adding more information, more functions and more chat responses - all available any time you need it. Keep an eye out for more posts as new features are activated.


The TELUS Virtual Assistant may not be able to tell you why the sky is blue, but whatever your question, whenever you need it, we can make sure you’re connected to find the answer.



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Meet Lee Anne, a long-time TELUS employee working with the Automated Client Experience team, focused on creating automated self-serve experiences to make it easy for customers to get the information they need, quickly. In her free time, she loves to travel and learn about other cultures.

Just Moved In

If you want to improve customer service use the resources you are wasting on the virtual assistant to pay more real people to talk to customers because a virtual assistant is not useful for 90% of the things we are phoning about.

TELUS Employee
TELUS Employee

@Daws - Thanks for your feedback!  We’ll always offer live chat and phone support to our customers, and if your question can’t be answered by the Virtual Assistant, you can request to be transferred to a live chat agent if it's during business hours.  But the Assistant is available any time you need it and can answer most questions quickly.  It knows a lot now but we’re still adding content all the time so please let us know if there’s anything you think should be added.  Thanks again!


Waiting on hold for an hour and a half or more to get someone on the phone is more than reason enough to ditch Telus!  The lack of customer service, lack of customer appreciation, and rising prices sure make leaving compelling.