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AI-Powered Agent Tools

Transform your contact center into an insights engine. As a digital agency with 20 years of experience in CX operations, TELUS Digital helps the world’s leading brands build AI-powered agent tools that improve decision-making, enhance service quality and maximize efficiency.

  • Modernize your quality assurance (QA)

AI-powered coaching and analytics tools automate interaction summaries, identify skill gaps and ensure process adherence to improve agent performance.

  • Enhance decision-making

Real-time guidance supports agents in the moment. AI monitors customer interactions and analyzes sentiment to provide proactive recommendations, suggested knowledge and instant translation so agents make informed, empathetic decisions.

  • Maximize efficiency & productivity

Automate routine tasks and reduce average handle time (AHT). Our agentic AI works side-by-side with human agents by performing tasks like service troubleshooting, bill evaluation and account maintenance, freeing up time for high-value interactions.

The TELUS Digital advantage: AI expertise meets operational excellence

Build agent tools that combine our deep contact center expertise with cutting-edge AI. From automation to insights, you’ll solve key challenges and measure results to propel your business forward.

  • Seamless tech stack integration

As a leading CX operator, we know the CCaaS and CRM platforms you rely on. Our partnerships with vendors like AWS, Genesys, Google, Five9 and Zendesk ensure agent tools feel native to your platforms.

  • Data-driven process optimization

We know where to drive value in your operations. With agent tools built on a deep understanding of contact center processes and workflows, you’ll measurably reduce costs and enhance efficiency.

  • CX-focused AI innovation

By integrating engineering with CX operations, you’ll drive continuous product innovation. Data from customer interactions informs what you build next, leading to new AI-powered solutions.

The advanced toolkit for AI-powered agent success

With AI automating tasks, giving agents instant guidance and analyzing every interaction, you’ll drive positive impact to key contact center metrics like average handle time, first-call resolution and customer satisfaction.

  • Agent Quality Insights

Automate QA and gain complete visibility. Deploy AI to analyze 100% of interactions, identify skill gaps and provide actionable insights for targeted coaching and continuous improvement.

  • Real-Time Coaching & Agent Assistance

Give agents AI-driven guidance during every interaction. AI coaching tools ensure exceptional service by monitoring conversations and analyzing sentiment, assisting agents with immediate suggestions and knowledge base search.

  • Autonomous Agent Actions

Automate routine tasks and free up agent time for complex issues. The right agentic AI solutions can handle service troubleshooting, bill evaluation and even account maintenance, enabling your team to focus on high-value customer interactions.

  • Translation & Speech Enhancement

Ensure clarity and consistency in each customer engagement. Translation, speech enhancement and noise cancellation tools foster greater empathy and understanding by removing barriers to communication. Your agents deliver personalized support to a global customer base while ensuring consistent service quality.

  • Fuel iX™ Agent Trainer

Level up your team with real-time simulations of customer interactions, delivered in a safe environment for agents to practice and master new skills. By addressing skill gaps with personalized, scenario-based training, you reduce time to proficiency and improve overall performance.

  • Google Gemini Enterprise for Customer Experience (GECX) Solutions

By designing, implementing and optimizing agentic-driven customer experience solutions built with Google Gemini Enterprise for Customer Experience (GECX), we connect the world’s most recognized brands with their customers across every channel. From augmented human agents to 24/7 multimodal AI agents, we help you deliver seamless, unified digital experiences to win the moments that matter.

Agent tools built for the CX and CCaaS platforms enterprises depend on

Article

100% call and chat coverage: How AI-powered quality insights transform agent coaching and contact center operations

Learn how AI-powered quality insights transform contact center operations by providing targeted, unbiased agent coaching and automating compliance.

Awards and recognition

Award-winning agent tools built for trust, safety

Our AI-powered agent tools have garnered industry recognition, including “Chatbot Platform of the Year” from the 2025 AI Breakthrough Awards. TELUS’s GenAI Customer Support Tool, powered by Fuel iX™, also received the world's first privacy by design certification (ISO 31700-1).

Insights

Exceptional CX automated with AI

See how intelligent agent tools can transform your customer service and contact center efficiency.