Technology Partners

Our Team

Our Awards

A team of people smiling and holding up their hands while holding paintbrushes

Social impact hero

Social Impact

Newsroom

Careers

About Us

Contact

Do Not Sell my Personal Information

Cookie Preferences

Culture Value Chain

iLabs Center for Innovation

Industries

Insights

Investor Relations

Locations

TELUS International is a subsidiary of: 

Privacy Shield Framework

Customer Privacy Policy

Solutions

Subscribe to Newsletter

Website User Terms

Icon twitter

Icon facebook

Icon youtube

Icon linkedin

Technology

Financial Services & Fintech

Automotive

Healthcare

Communications & Media

Games

eCommerce

Travel & Hospitality

hero bulgaria locations

Bulgaria

A man in a brightly lit room smiling while on his phone

hero guatemala locations

Guatemala

Hero Morocco Locations

Morocco

hero romania locations

Romania

An aerial view of Cape Town, South Africa.

Hero South Africa Locations

South Africa

hero india locations

India

hero china locations

China

hero us locations

United States

Spain-Hero

Spain

hero philippines locations

Philippines

hero ireland locations

Ireland

Cityscape with Galata Tower and Gulf of the Golden Horn in Istanbul, Turkey.

Hero Türkiye Locations

Türkiye

hero el salvador locations

El Salvador

germany-hero

Germany

Europe-Hero

Additional European Centers of Excellence

infobrief

Guide

Resource Type Article

Article

case-studies thumb

Case Study

Preventing fraud for a global tech company in the travel and hospitality space image with fern in background

TI resource case 900x510

Video

whitepapers thumb

Research & Reports

checklists thumb

Checklist

brochures thumb

Brochure

ebooks thumb

E-book

Podcast Type Image

Podcast

A copy of the Digital customer experience priorities in 2023 report on top of a green leafy plant.

Digital Customer Experience Priorities 2023 Preview Image

TELUS International, in partnership with Statista, surveyed 250 enterprise leaders to explore where they plan to invest in digital customer experience (CX) technology in 2023. Uncover the results.

An illustrated representation of customer profiles and leaving a five-star review online.

Digital Customer Experience Priorities 2023 Hero

Survey results: Digital customer experience priorities for leaders in 2023

End-of-year 2022 infographic featuring customer experience survey results

EOY-Pollfish-survey-infographic

The most wonderful time of the year can also be the most stressful, and a bad customer experience (CX) can put your brand on the "naughty list."

TELUS International polled 5,500 American consumers across four unique surveys to uncover their thoughts, opinions and sentiments about CX. Scroll down to explore the results to help you sleigh your CX this holiday season and beyond!

The most wonderful time of the year can also be the most stressful. Explore survey results to help you sleigh your customer experience this holiday season.

Illustration of people interacting with technology and emojis

EOY-Header-Image

Check out our solutions

Contact Center Outsourcing

Customer service insights to keep your brand on the "nice list" this holiday season

A copy of the outsourcing locations e-book on a white tablet on top of a green fern.

Outsourcing Locations E-book Feature

Discover some of the top outsourcing destinations for consideration and the factors to keep in mind as you make your decision.

Feature-Landing-Image Locations Outsourcing

Selecting the best outsourcing destination for your business

You've heard of product-market fit, but what about profit-market fit? Learn the difference and how scaling tech brands can achieve it.

Illustration of two people shaking hands and two overlapping squares

profit market fit

Why achieving profit-market fit is essential for scaling brands

Generative AI is a type of AI that can be used to generate new content such as text, images, audio, video, code or synthetic data. Discover exactly how generative AI works and what you can do with it.

Illustration of two blocks of text running through an icon of a robot, meant to symbolize generative AI

generative ai 101

Generative AI 101

A preview image of the case study document overlaying green grass.

Streamlining operations and kickstarting the digital transformation journey - preview image

Uncover how TELUS International’s business process consultants helped a leading financial services brand optimize its operations, enhance its customer experience (CX) and begin its digital transformation journey.

Happy customer support agents sitting at computers and speaking on headsets.

Streamlining operations and kickstarting the digital transformation journey - feature image

Streamlining operations and kickstarting the digital transformation journey of a leading financial services brand

The cover of The future of content moderation: Strategies and tools for 2023 and beyond e-book with a fern in the background.

The future of content moderation: Strategies and tools for 2023 and beyond

Organizations have a responsibility to create and maintain digital experiences that are truthful, welcoming and safe. Learn how brands can keep pace with the growing levels of user-generated content (UGC) to build trust with their customers and protect their reputation.

An illustration of various people creating user generated content on their phones.

IDC Info Snapshot - AI data solutions thumbnail

In this IDC Info Snapshot, learn about the three key pillars for any successful AI implementation and the advantages of partnering with a trusted advisor to create and deliver your AI vision.

IDC Info Snapshot - AI data solutions hero image

IDC info snapshot - AI data image

Quality, quantity, and responsibility: Three key data pillars for successful AI implementations

Brands must think critically about the role of effective questions in customer experience. Learn how the right questions can unlock value.

Illustration of a pile of question marks, with one standing out in colour

good questions

How asking better questions can enhance your customer service

Prioritizing accessibility isn't only the right thing to do; it's also the smart thing to do. See why investing in accessible CX makes business sense.

Illustration of electronic tablet displaying various accessibility settings

accessible cx

Why accessible CX should be a priority for brands in 2023

Preview image of the report "CX outsourcing in 2023" accompanied by a plant

TI Resource WhitePaper 2023

Delve into new insights about customer experience outsourcing from a survey of 712 enterprise executives with strategic decision-making authority.

Illustration of customer support agents surrounded by related iconography like charts, star ratings and text boxes.

CX Outsourcing2023 Hero Image

Cover image for the dynamic report "CX outsourcing in 2023" featuring the title and illustrations of customer support agents and related iconography 

CX Outsourcing in 2023

Executive survey results: CX outsourcing in 2023

TI resource eBook 800x450 The essential guide to training data 

Discover best practices for the sourcing, labeling and analyzing of training data from TELUS International, a leading provider of AI data solutions.

guide to AI training data - website hero image 

The essential guide to AI training data

Player support outsourcing isn't just for Triple-A studios. Learn about the benefits of outsourcing for growing games companies.

games outsourcing

What growing games companies can gain from player support outsourcing

Inflation is adding to holiday stress for shoppers. Learn customer experience tips eCommerce brands can use to bring peace of mind.

Stressed person hunched over a table, weighed down by symbols of travel, retail and expenses

holiday 2022

How to connect with your customers during the stressful holiday season

Germany's diverse and talented workforce make the European nation an ideal CX outsourcing destination. Read up on all the benefits.

Photograph of the 'Reichstag' in Berlin, Germany

germany

Don't overlook Germany as a CX outsourcing destination

Thumbnail image of IDC Info Snapshot - CX

IDC Info Snapshot - CX

Discover the advantages of partnering with an experienced CX service provider to scale your operations in this IDC Info Snapshot.

IDC Info Snapshot - Customer Experience hero

IDC info snapshot CX feature image - five stars

IDC info snapshot CX feature image

Why fast-growing brands need an experienced CX service provider to scale operations 

Building multilingual dataset preview image

Learn how a leading technology client leveraged TELUS International’s AI Data Solutions to build a multilingual dataset that helps researchers scale natural language understanding technology.

Building a multilingual dataset - feature image

Building a multilingual dataset with high-quality data collection and annotation

"In the pursuit of creating truly remarkable customer experiences, we must embrace the power of generative AI," explains Alexander Grayson, founder and CEO of AI-led start-up, Quixl. "It allows us to think differently and break free from the constraints of conventional wisdom, propelling us into a realm of unimaginable possibilities."

Grayson makes a convincing case for the role of artificial intelligence (AI) in the future of digital customer experience (CX).

There's just one problem. Neither Alexander Grayson, nor Quixl, exist.

The Silicon Valley-based tech firm and its enigmatic founder are a construction of OpenAI's ChatGPT-4, one of many wildly popular generative AI applications on the market today, like Google's Bard and Amazon's Bedrock. With some prompt engineering, the technology swiftly took up the role of a successful founder of a start-up with an ambiguous name. Alexander Grayson even has a favorite food (sushi) and a reason for loving it so much ("it combines simplicity with artistry").

Fake though he may be, Grayson's belief in the power of generative AI (or "GenAI") is shared by many real people at very real organizations. Take AWS' Vice President of Generative AI, Vasi Philomin, who, in a recent interview with TechCrunch, said, "We think every application out there can be reimagined with generative AI."

Researchers are aligned too. In fact, Grand View Research projects that generative AI's market size will reach over $109 billion by 2030 thanks to an expected compound annual growth rate (CAGR) of 35.6%.

The market growth and pace of innovation is making artificial intelligence and bot technology impossible to ignore for digital customer experience decision-makers.

Tip: If you're looking to learn more about the underlying technology, give our Generative AI 101 article a read.

Generative AI and the customer experience

There's no question that generative AI is capturing the collective imagination.

But brands aren't daydreaming. There are real, powerful digital customer experience applications being explored, deployed and iterated upon in the here and now. Let's look at some of those applications and their benefits.

The frustration that comes from finding the boundaries of a chatbot's knowledge may soon be a thing of the past. Chatbots that are powered by generative AI aren't just trained on expansive datasets — they learn from every customer interaction, always improving in their ability to understand prompts and respond appropriately.

Through TELUS International iLabs, our R&D initiative to design and build disruptive solutions for customer interactions, we have long been developing proprietary chatbot solutions leveraging Natural Language Processing (NLP) and its other utilitarian tools, including speech recognition and semantic understanding, for our clients. Generative AI technologies represent a huge, exciting step forward in this ongoing evolution to develop even better bots that are more conversational, can answer follow-up questions, admit mistakes and even reject inappropriate requests. These technologies are being built into our award-winning customer-facing bot — intelligent TELUS International Assistant.

With all that said, there will always be customers who want to speak to a human being out of preference, or because they struggle with traditional self-service methods for one reason or another. A smart approach involves getting help to deliver the best chatbot experience possible, but to have an empathetic team of human agents ready to step in and support when necessary.

According to a recent report from CB Insights, social media and marketing content is the top category for investment across the generative AI landscape.

Importantly for digital CX, this isn't just about generating content. It's about generating personalized content at scale.

Personalization can have a strong, positive influence on customer loyalty. In fact, research from Deloitte demonstrated that those who effectively deliver personalization improved customer loyalty at a rate 1.5 times faster than those at a nascent stage with personalization.

In terms of generative AI, personalization can be about both specific product recommendations and messaging. No noise, no fluff, but rather, recommendations and responses tailored to your unique needs and interests. Per a recent Customer Service Manager article, generative AI can create "intelligent, creative solutions adapted precisely to an individual or group's needs with an accuracy that was never before possible."

Introducing an ever-expanding list of applications

Thinking back to the words of AWS' Philomin, it is evident that generative AI is likely to introduce a seemingly endless list of use cases. In the context of digital CX, the future looks bright. A few of the possible applications might include:

Optimizing agent onboarding: With generative AI, learning could be customized at the individual team member level based on the monitoring of an agent's signals as well as predictive analytics.

Predicting customer retention risks: By analyzing customer signals and related patterns, generative AI could identify customers with declining engagement and use that information to prompt a proactive, corrective course of action.

Improving call routing and prioritization: The goal here is to get calls to the right person more quickly, and to prep agents with the information they need to support. In this case, generative AI would be used to detect customer sentiment and act accordingly.

As was the case with the agent-facing automation that preceded it, generative AI looks poised to reduce agent effort and make other significant improvements for digital CX delivery.

AI-powered chatbots aren't just for customers. Brands looking to evolve their customer experience operations with generative AI can empower their team members with effort-saving, agent-facing bots.

With adequate internal training data and a thoughtful strategy, these technologies can comb through your knowledge bases, customer data and more in order to help agents in answering specific, contextual questions. Better still, generative AI can be used to write new external knowledge base content to equip your customers with the answers they were looking for right from the off.

In both the short- and long-term, these capabilities will only grow in significance as improvements in customer-facing self-service tools alter the types of queries that get sent to customer service teams. The questions sent on will have a higher degree of specificity and complexity, and there will be an expectation that human agents will bring clarity. And when those agents need clarity themselves, they'll turn to agent-facing bots.

Customer service insights to keep your brand on the "nice list" this holiday season

Be the first to know

Check out our solutions

Related insights

How to connect with your customers during the stressful holiday season

Why accessible CX should be a priority for brands in 2023

How asking better questions can enhance your customer service