TELUS Drives Enterprise-Wide Innovation with Claude-Powered AI Platform, Delivering $90 Million in Benefits

TELUS, a leading communications technology company serving 20 million global customers across telecommunications, healthcare, agriculture, security, and digital solutions, faced a critical challenge: its complex ecosystem comprised hundreds of specialized technology systems that operated in isolation. This fragmentation created barriers to innovation, requiring expensive and time-consuming custom integrations to connect disparate platforms. Rather than adopt off-the-shelf AI tools, TELUS built Fuel iX, a proprietary generative AI platform designed with a "choice-first" philosophy that gives team members secure access to multiple cutting-edge AI models, including Claude developed by Anthropic. Claude emerged as the preferred model for complex and creative tasks, processing 100 billion tokens monthly across the organization.

The implementation leveraged Claude's seamless integration into existing developer workflows through GitHub Copilot, Cline, and VS Code, eliminating friction and enabling developers to enhance their tools without disruption. Critically, TELUS deployed the Model Context Protocol (MCP) to enable Claude to connect previously incompatible business systems, acting as what executives called "a universal translator between systems." This breakthrough eliminated silos and transformed how teams collaborate. The democratized approach allowed team members across all departments to build tailored AI solutions for use cases ranging from HR policy access and real-time translation to brand guidelines and conversation coaching, completing work that previously required months of dedicated development support.

The results at TELUS have been transformative. The organization deployed 13,000+ custom AI solutions created by team members across all departments, with 47 large-scale GenAI solutions driving over $90 million in benefits to date. TELUS' engineering teams are shipping code 30% faster, while the broader workforce is saving an average of 40 minutes per AI interaction, totaling 500,000+ hours saved. TELUS' GenAI Customer Support tool, powered by Fuel iX, became the world's first to achieve ISO 31700-1 Privacy by Design certification. This scale of grassroots innovation demonstrates how responsible AI adoption, guided by a shared commitment to ethical development with partners like Anthropic, empowers large organizations to unlock productivity and creativity without compromising fundamental values.