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.  


Just moved to a new  have condo Ion a newly named Street in August this year. My problem is in getting my address correct. Everytime I edit my address Telus system changed it back to the older postal code. Canada Post use V3T0K2 but Telus insist on a different postal code. Going on for weeks, I tried phoning but waiting time is minimum 1 hour. I contacted Telus Twitter, still problem, visited Telus Store and after weeks, it is solved when my first Telus bill almost have to be paid. If that postal code is not corrected my address in credit card and my address with Telus is different and I will be unable to pay. Did I used the Telus Virtual Assistant. Yes, but the result is big zero. The robotics answer given make me mad, it is completely out of context. Do not know whether to get mad or to tell Telus to fire those plUT people who program such a stupid dummy answers completely out of whack. It is best to abandon this VA until you get very good AI experts working for Telus. 


I would like to make some correction to my post: "Just moved to a new  have condo Ion a newly named Street in August this year. My problem is in getting my address correct."


It should be "Just moved to a new  condo in a newly named Street and Postal Code,  last August this year. My problem is in getting my address correct, Telus already defined my who address in a different way"

Just Moved In

Telus assist is a joke. I have been trying for 20 minutes to chat with a real person, but the Telus Assist keeps saying live chat is currently closed. It is 9:20 in the morning on a Thursday. Why can't I chat with a human being? I am frustrated with Telus and I do not want to call anyone, I just want to chat with a human being. Why have Telus Assist if that robot does not want to connect us to a live agent? That is poor business in my opinion and a way to lose customers. Why keep changing things that are NOT broken. 

Welcome to Telus family :-). Agree completely with you. Perhaps online chat is better. I would be very happy to chat online with the support staff, unfortunately Telus is pushing Telus Virtual Assistant - a completely & practically useless assistant