At TELUS Health, we recognize the transformative potential of innovations like Artificial Intelligence (AI). We believe that AI will augment human capabilities and help deliver better outcomes to build a friendlier future.
Learn about our cross-Canada engagements on Responsible AI
TELUS Health’s approach to responsible AI is grounded in our commitment to putting customers and communities first , and the TELUS Trust Model, which promotes the use of data in ways that build trust, by generating value, promoting respect and delivering security. We deploy AI responsibly, following ethical principles, which includes using data with integrity in a way that aligns with our TELUS Health Corporate Privacy Commitment | TELUS Health. We aim to foster an environment where AI is a tool to drive the best customer experiences and improve our communities through social good initiatives.
FAQ
What is Generative AI (GenAI)? And how is it used at TELUS Health?
Generative AI is a type of artificial intelligence that creates new content—like text or images—based on patterns it learns from data. It helps businesses automate tasks, improve decisions, and personalize offerings.
TELUS Health uses GenAI to improve operational efficiency by supporting internal teams like call center agents, care navigators, and clinical staff in responding to member inquiries. Additionally, GenAI powers chatbots for direct user support, streamlining communication and improving overall service efficiency.
If you want to learn more about how AI works, check out Destination AI offered by CIFAR or the TELUS Wise digital literacy workshop on Responsible AI.
How does TELUS Health practice responsible AI?
TELUS Health is committed to the practice of Responsible AI, and setting a global example for the ethical use of technology. As early as 2019, TELUS made a public commitment to using AI responsibly on telus.com as well as providing information and examples on how AI works and, since then, has continued to lead in best practices for responsible, trustworthy AI.
At TELUS Health, we use AI to help improve customer experiences, enhance our products and services, share the best offers at the right time and contribute to social good. Here are more details on our website.
Where TELUS Health uses GenAI through a technology provider, strong controls and safeguards are implemented to ensure service providers use information only as required to enable TELUS Health to provide you with services.
How does TELUS Health keep my personal information safe?
TELUS Health take’s extensive measures to ensure the security and confidentiality of customer data. This includes strong access controls, ongoing monitoring, and regular security testing.
User access is protected with secure authentication methods, and our team follows strict security protocols to safeguard data at all times.
As part of our ongoing commitment to putting customers first, we have a long-standing policy of protecting privacy in all of our business operations. Visit Privacy and cookies | TELUS Health for more information.
What data does TELUS Health use in GenAI?
TELUS Health uses publicly available information, such as websites, articles, and open data, in our GenAI products. We also use internal data, like process documentation. Our GenAI services primarily focus on public knowledge and internal content. Most of our uses do not involve processing Personal Information. Where GenAI is used to process Personal Information, you will be expressly informed prior to receiving services.
Does TELUS Health use GenAI in user facing services?
At TELUS Health GenAI is used in user-facing services, mainly through AI-powered chatbots. These chatbots help users quickly find the information they need, often making it faster and more convenient than browsing or searching manually.
Will we notify our users of the use of GenAI?
Yes, TELUS Health will notify its users of its use of GenAI.