TELUS International Launches Fuel iX to Drive AI-fueled Intelligent Experiences for Brands and Their Customers - Seite 2

As the name suggests, Fuel iX brings together the full spectrum of intelligent experiences across customer, digital, voice, user, employee and human experience. It’s with this holistic internal and external engagement view, that GenAI technology can truly create tangible value for clients. The company is already working with several clients as part of the Fuel iX offering, including iRobot and TELUS.

"We’re committed to helping businesses around the globe thrive in a digital world," said Navin Arora, Executive Vice-president, TELUS, and President, TELUS Business Solutions and TELUS Agriculture & Consumer Goods. "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."

"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," said Ledia Dilo, Vice-president, Head of Global Customer Care and Fulfillment at iRobot. "TELUS International's AI agent-assist bot has been a part of improving our agents’ confidence and reducing new-hire average call handle time (AHT) by more than 10% (and 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.”

GenAI Jumpstart Accelerator Program

For companies at an early stage of their AI and data journey, TELUS International’s GenAI Jumpstart accelerator program provides an eight-week engagement to help unlock the GenAI potential in an organization. With a path-to-production focus, the accelerator program can rapidly identify GenAI use cases, build powerful risk mitigation tools, and deliver a bespoke prototype to help demonstrate the value of AI to the business.

"As part of GenAI Jumpstart, we've been working with a leading global financial services firm to create a GenAI customer service chatbot to empower customers with a robust conversational literacy tool,” said Tobias Dengal, President of WillowTree, a TELUS International Company. “We designed guardrails and used sophisticated methods of hallucination mitigation to keep the conversation between the customer and the bot relevant and high value. For this particular client, the engagement took less than eight weeks to design a full proof of concept and path-to-production vision that can now be enhanced with additional Fuel iX capabilities.”