Customer Service Automation · Data Lake / Data Warehouse Modernization · Enterprise Knowledge Search
TELUS needed to unify siloed customer and network data so teams could trust the same foundation for generative AI, launch new services faster, and scale agentic platforms without each business unit building its own disconnected stack.
Reported impact
TELUS improved data trust, sped AI rollout, and created a reusable agentic platform that supports everything from customer experience to future secure identity and self-healing network services.
TELUS used Google Cloud to create a unified enterprise data and AI foundation centered on BigQuery and Gemini Enterprise Agent Platform. BigQuery became the shared source of truth for customer information and other operational data, supported by services such as Cloud SQL, BigQuery Analytics Hub, and Knowledge Catalog to improve sharing, discoverability, and governance. On top of that data layer, TELUS built Fuel iX on Google Cloud and now routes most AI model traffic through Gemini Enterprise Agent Platform, using Model Garden to access Gemini, Claude, and other models from one managed environment. Gemini Enterprise Customer Experience extends the same platform into customer service, while the broader data foundation gives TELUS room to build secure identity services and self-healing network capabilities. The outcome is a more trusted, reusable AI platform where data unification and model flexibility reinforce each other instead of living in separate programs.
Customer and network data is unified in BigQuery and shared through governance services such as Analytics Hub and Knowledge Catalog. Fuel iX and other AI services on Gemini Enterprise Agent Platform consume that data, and Gemini Enterprise Customer Experience applies the same foundation to customer-facing use cases.
90% of AI model traffic runs through Gemini Enterprise Agent Platform
Because BigQuery unifies and secures customer data, TELUS can now easily launch new services
By moving to Google BigQuery and creating one unified data foundation for customer information across the enterprise ... we increased the trust in the data
TELUS built its generative AI platform, Fuel iX™, on Google Cloud
With unified customer and network data in BigQuery ... TELUS is now working to build and scale self-healing networks
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Scoring methodology
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Traceability
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