New TELUS cross-border study reveals Canadians and Americans want companies to earn their trust in AI

Press Release

JANUARY 28, 2026

Findings from the company’s third annual AI Report suggest that a collaborative approach is needed to boost confidence in AI

Key highlights

• Transparency and safety matter: More than three-quarters of respondents want companies to review AI for harms before new tools are released, and provide easy-to-understand explanations
• Calls for inclusion and respect: About 7-in-10 respondents want companies to ask for and listen to customer input on how AI is deployed

Near-universal call for robust governance: 90% of respondents in both countries want AI regulated, with clear expectations for accountability and oversight

Toronto, ON – ‘Include our feedback as you build AI’ is the key message from American and Canadian respondents polled in TELUS’ latest cross-border study,

AI Trust Atlas: Public perspectives on bridging the AI trust gap

. With 85% of Canadians and 89% of Americans reporting that they are using AI, familiarity with the technology is growing – and so are calls for inclusion and engagement in how AI is designed and deployed.

The report captures perspectives from more than 11,000 Canadians and Americans, with special attention to historically underrepresented* communities, highlighting the importance of including a wide range of voices to build trustworthy AI. In large majorities, respondents shared that their trust in companies that use AI is stronger when organizations review potential harms before release, explain AI use in plain language and actively listen to customer input on how AI is deployed.

“What our research shows is that technology companies can’t do this alone: people want to be included in the development of AI and want to see safety, respect and transparency built into the technology,” said Pam Snively, Chief Data & Trust Officer, TELUS. “AI has incredible potential but will only live up to that promise if we have the trust needed to support meaningful adoption.”

Charting a course to trust in AI
Survey participants laid out actions companies that deploy AI technology can take to earn public confidence:

• 69% of Canadians and 72% of Americans want companies to actively seek and listen to customer input before deploying AI
• 76% of Canadians and 77% of Americans would trust companies more if they reviewed AI systems for potential harms before launching new tools73% of Canadians and 74% of Americans want companies to explain how they use AI in easy-to-understand terms

90% in both countries believe AI should be regulated, demonstrating strong support for governance frameworks

Earning this trust is more than a reputational win for organizations, it is a primary driver of adoption. By fostering public confidence, organizations can unlock the full potential of AI to accelerate productivity and economic growth.

Trust in AI is built through collaboration

The report concludes with actionable recommendations for government, industry and academia, providing a clear roadmap for implementation:

• Strengthen AI literacy through education programs that help people understand and safely use AI
• Embed diverse perspectives throughout AI development – from conception to deployment – to create more resilient, trusted systems that work equitably for all communities
• Provide clear explanations and human oversight for critical AI decisions

Collaborate across sectors to create ethical standards that keep people safe while encouraging innovation

“Trust is earned with every interaction, from the way that an organization talks about AI to how people actually engage with it,” said Snively. “TELUS has been building AI responsibly from the start. Driven by principles such as accountability, respect and fairness, safety and robustness, and transparency, we have been taking action to connect with our stakeholders, share clear and easy to understand updates on our work, and advocate for human-centric and beneficial data use and AI.”

Global leadership in AI

TELUS established its leadership in human-centric technology, consistently evolving how it innovates to meet the changing needs and expectations of customers and communities:

Sovereign AI Factory

— a secure, scalable and high-performance AI compute facility to support Canadian businesses and economy, and drive our nation’s AI future

• In November 2025, the TELUS AI Factory was named

Canada’s fastest and most powerful supercomputer

by the prestigious TOP500 list, ranking 78th among the world’s 500 most powerful computing systems

• TELUS’ generative AI (GenAI) customer support tool

made history

by becoming the first in the world to be internationally certified in Privacy by Design (ISO 31700-1)

• It was the first telecom to sign a voluntary AI code of conduct introduced by the Canadian federal government, and has won several international awards for its work, including the Responsible AI Institute’s Outstanding Organization prize
• TELUS participates in many international forums including speaking on UN AI for Good panels,NIST’s U.S. AI Safety Institute Consortium, and participating in the G7 Business delegation, while collaborating strategically with leading AI research institutes including Mila – Quebec Artificial Intelligence Institute, the Vector Institute and Alberta Machine Learning Institute (AMII)
• TELUS was the first Canadian contributor to the Hiroshima AI Process Transparency Report and was featured as the only Canada case study in the Business at OECD report on AI skills and productivity

It also partnered with Indigenomics to launch

IndigenomicsAI

with TELUS’ Sovereign AI Factory to advance Indigenous economic growth

By prioritizing trust, TELUS aims to create a future where everyone can confidently embrace the benefits of technology. To read the full report, visit
telus.com/ResponsibleAI

About the Research

The 2026 TELUS AI Trust Atlas survey was conducted by Leger from September 2-28, 2025, surveying 5,487 Canadians and 6,109 Americans through online panels. The study included boosted samples for underrepresented groups including Indigenous Peoples, Black women, LGBTQ2S+ individuals, people with disabilities, low-income individuals, seniors, and recent immigrants to ensure diverse perspectives were represented. The research was commissioned by TELUS as part of its third annual public accountability effort on responsible AI deployment.

*According to the
Government of Canada’s mandate on research design, “underrepresentation refers generally to groups or individuals from groups who, due to both formal and legal restrictions and to systemic barriers, have lacked access to full participation in a given organization, community or discipline.”

For more information, please contact:

Emily Piccinin
TELUS Public Relations

emily.piccinin@telus.com

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