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Introducing Emily, the new voice of Bell Canada

TORONTO,Jan. 16 2003 --Bell Canada customers in Ontario will have a new
friendly experience when they contact the company through its 310-Bell (310-
2355) customer service line. Her name is Emily and she's a native of
Fredericton, New Brunswick with a Bachelor of Arts degree from Carleton
University who enjoys listening to live music in her free time... And she's a
    Emily is dedicated to making the lives of Bell customers simpler by
engaging them in conversations to determine what their needs are. Her ability
and willingness to assist customers is based on sophisticated speech
recognition technology. Emily received her calling in life as part of the
Company's broader plan to simplify processes. While Emily doesn't fully
eliminate the need to make selections using a dial pad, she does take her role
of making things easier for customers to heart and reduces the number of steps
and the time required for customers to get the information they want.
    "In years to come we'll look back and see that Emily was one of the very
important steps we took to bring simplicity to customers," said John Sheridan,
President and COO, Bell Canada. "She's proof that technology can be used to
make things easier for customers, not more complicated. Emily is a symbol of
change for the company and its customers and we expect that she'll become the
inspiration for re-inventing the ways in which we serve our customers."
    When customers call 310-Bell and input their telephone number, Emily is
there to answer the call. She answers the phone with a friendly greeting and
follows through with a professional and helpful attitude. Emily greets
customers with the following, "Hi, this is Emily, your new automated service
representative." Customers can then simply speak to Emily and tell her what
information they need or what transactions they would like to carry out. For
example, a customer can simply say "I want to know more about Call Display",
or they can say "I'm moving" and Emily will either ask the customer for more
specific information about their request, or transfer their call directly to
the right customer care menu or customer service representative.
    Bell is investing approximately $10 million dollars in the development
and implementation of Emily across the company, as one of the many steps Bell
is taking in 2003 to simplify services for customers. A French language
version of Emily is currently in development and Bell Canada plans to
gradually introduce Emily in phases throughout its entire service area. The
speech recognition technology used for Emily was created by Nuance, a leading
speech expert for companies and telecommunications companies worldwide. It is
based on the Company's SayAnything(TM) technology which allows for natural
customer interactions and has been designed to recognize thousands of
different accents, pronunciations and words. In the fall of 2002, Emily was
successfully piloted in the 905 area code and a number of enhancements were
made to the system based on customer feedback during that trial.
    To find out more about the Emily speech recognition service or to hear a
sample exchange, please visit

    About Bell Canada
    Bell Canada, Canada's national leader for communications in the Internet
world, provides connectivity to residential and business customers through
wired and wireless voice and data communications, high speed and wireless
Internet access, IP-broadband services, e-business solutions and local and
long distance phone services. Bell Canada is owned by BCE Inc. For more
information please visit


For further information: Catherine Hudon, Bell Canada Media Relations,
(416) 581-3311, 1-888-482-0809,

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