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Monday, July 15, 2024

TELUS Launches Generative AI for Improved Customer Experience

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TELUS International, a prominent player in digital customer experience innovation, has introduced Fuel iX, an enhanced solution driven by the power of generative AI (GenAI).

This transformative offering aims to revolutionize end-to-end CX innovation and deliver AI-fueled intelligent experiences (iX), enabling global clients to meet critical CX business needs with enhanced speed and strategic precision.

The solution has been launched in response to the increasing demand for comprehensive CX solutions that streamline customer experiences and incorporate advanced AI capabilities. The goal is to assist clients in improving their CX operations, fostering efficiency, and delivering enhanced customer experiences.

Fuel iX provides brands with end-to-end support, including strategic consultation, platform development, and data layer implementation.

This integrated approach accelerates the transition from proof of concept to production within secure, sovereign instances, ensuring data privacy and protection. It also employs TELUS International’s ‘humanity-in-the-loop approach,’ utilizing reinforcement learning through human feedback to minimize data inaccuracies and bias.

TELUS International is already collaborating with various clients, including iRobot and TELUS, as part of the Fuel iX offering. This holistic approach to CX, covering customer, digital, voice, user, employee, and human experiences, leverages GenAI technology to deliver tangible value to clients, enhancing productivity and data monetization growth.

Jeff Puritt, President and CEO, TELUS International, said, “Since our company’s inception, we have been committed to driving value for our clients by helping them grow revenue, take costs and risks out of their business and serve and exceed the expectations of their customers more effectively by evolving, advancing and enhancing our capabilities to incorporate leading-edge technologies. Fuel iX is in many ways, a culmination of our team’s significant efforts over the years to position ourselves to offer a complete, end-to-end CX journey, fueled by GenAI.”

Navin Arora, Executive Vice-president TELUS, and President, TELUS Business Solutions and TELUS Agriculture & Consumer Goods, said, “We’re committed to helping businesses around the globe thrive in a digital world. Leveraging these contextual and conversational capabilities gives us the edge for providing AI-powered innovations that create opportunities to transform customer experience, drive greater productivity, and fuel data monetization growth.”

Ledia Dilo, Vice-president, Head of Global Customer Care and Fulfillment at iRobot, said, “As a customer-first organization, it is important that iRobot Customer Care is equipping our employees with the tools they need to efficiently and successfully resolve issues. TELUS International’s AI agent-assist bot has improved our agents’ confidence and reduced new-hire average call handle time (AHT) by more than 10% (up to 25% in the first five weeks).

“iRobot is delighted to have been recognized as ICMI’s 2023 Contact Center of the Year, and we look forward to leveraging the TELUS International GenAI platform as a way to continue improving our customer and employee experience moving forward.”

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