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Intelligent Conversational AI Solutions

Move from basic chatbots to intelligent AI agents. At TELUS Digital, our solutions combine voice, GenAI and agentic automation to deliver natural, proactive interactions. With experience serving global enterprises, we help you transform customer experience while driving operational excellence.

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  • Enhance customer experience

Deliver intuitive, personalized interactions across all touchpoints. Our AI understands context, adapts to user needs and provides immediate assistance through natural, trust-building conversations.

  • Drive operational excellence

Automate complex tasks and reduce agent workload while maintaining service quality. While AI handles routine inquiries 24/7, your team focuses on high-value interactions that require human expertise.

  • Generate strategic insights

Turn every interaction into actionable intelligence. With advanced analytics, you’ll uncover customer trends, optimize AI performance and provide data-driven insights to inform business decisions.

Conversational AI agents that enhance customer service and operations

With TELUS Digital, you get a partner with deep expertise in customer service and AI to help you deliver intelligent interactions across channels. Our solutions enable 24/7 support, handle complex inquiries and continuously learn. Watch customer satisfaction trend up while operations tighten up.

  • Exceptional self service

Resolve complex customer issues 24/7 with context-aware AI agents. Intelligent self service solutions deliver swift, accurate and personalized support to enhance satisfaction while reducing costs.

  • Dynamic communication

Create empathetic, adaptive interactions. AI tailors conversation style based on context and sentiment, proactively engages customers at key moments and seamlessly escalates to human agents as needed.

  • Deep system integration

Connect AI with your enterprise ecosystem. Our solutions integrate with CRM, ERP and backend systems, using APIs and MCP to enable real-time data access and updates during conversations.

  • Proactive engagement

Anticipate and address customer needs. Trigger outreach based on specific events, deliver personalized notifications and automate follow-ups to enhance customer experience.

  • Continuous quality management and improvement

Evaluate and continuously learn from every interaction. Gain insights into customer sentiment and contact drivers, adapt to changing requirements and improve performance through ongoing optimization.

Advanced capabilities for transforming customer engagement

Modern customer service demands more than basic chatbots. With comprehensive conversational AI solutions from TELUS Digital that combine cutting-edge technology with deep customer service expertise, you’ll deliver intelligent, proactive engagement across all channels.

  • Intelligent AI Agents

Transform service with AI that takes action. Our AI agents autonomously execute complex tasks, orchestrate workflows and proactively solve problems. From multi-step processes to predictive issue resolution, we help you deliver efficient, automated service.

  • Voice & Natural Language

Enable natural conversations across channels. Our solutions understand complex voice queries, generate human-like responses and maintain context across interactions. Support multiple languages while ensuring culturally relevant engagement.

  • Seamless Omnichannel & Human Collaboration

Transition between AI and human agents across all channels with intelligent routing and full-conversation context at handoffs. Support agents with real-time AI assistance during customer interactions.

  • Advanced Analytics & Optimization

Continuously improve performance through comprehensive monitoring and analytics. Track key metrics, identify trends and leverage interaction data to enhance AI capabilities while maintaining security and compliance.

  • Agentic Actions & Resolution

Move beyond deflection to resolution with autonomous agents that reason and execute. Our agentic architectures leverage multi-agent systems to execute complex tasks and resolve complex workflows end-to-end — from processing refunds to technical troubleshooting — by seamlessly interacting with enterprise systems, shifting your focus from answering to doing.

Our partners

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Pioneers of conversational AI + agentic automation

With roots as one of the world’s top CX operators, we know the value of authentic communication and the power of one-on-one conversation. That understanding underpins our work, like helping TELUS build the first GenAI-powered chatbot internationally certified in Privacy by Design (ISO 31700-1).

Article

Mastering conversation design in the age of AI-powered CX

Master conversation design with examples, best practices and insights on building intuitive, effective AI-powered customer experiences.

Insights

Research & Reports

The future of AI interfaces: Research and roadmap to 2030

Conversational AI & Voice Tech

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ChatGPT Advanced Voice Mode: The future of AI-powered conversations is here