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TELUS Digital built an outbound voice agent based on ElevenAgents that proactively calls customers who have newly activated home internet, resulting in a 30-day cancellation rate for customers who received the call that is less than half of that of new customers overall. The agent can disclose its AI identity, explain the first bill, guide customers to self-service tools, and remind them of bundle discounts, and can authenticate customers during the call via SMS verification code and read real-time billing data through an API. TELUS Digital selected ElevenAgents after evaluating options from November 2025 to February 2026 against five criteria: voice expressiveness, agent framework flexibility, real-time emotional adjustment, enterprise security and compliance, and response latency.
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How TELUS Digital Used ElevenAgents Outbound Calling Agents to Cut Early Churn by More Than HalfDevelopments
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TELUS Digital cuts early cancellation rate by more than half with ElevenAgents
Source:ElevenLabs Blog
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Oct 30
ElevenLabs BlogFirst-party
How TELUS Digital Used ElevenAgents Outbound Calling Agents to Cut Early Churn by More Than Half
TELUS Digital built an outbound voice agent based on ElevenAgents that proactively calls customers who have just activated home internet, resulting in a 30-day churn rate for customers who received the call that is less than half that of new customers overall. The agent can disclose its AI identity, explain the first bill, guide customers to self-service tools, and remind them of bundle discounts, and can authenticate customers during the call via SMS verification code and read real-time billing data through an API. TELUS Digital selected ElevenAgents after evaluating options from November 2025 to February 2026 against five criteria: voice expressiveness, agent framework flexibility, real-time emotional adjustment, enterprise security and compliance, and response latency.