Optimize your digital workforce with Intelligent Insights
A partner-agnostic platform designed to help your business monitor RPA and bot performance for better results.
Selecting the right bot for your needs
Informational bots understand natural language and can deal with customers’ basic questions by providing answers to generic FAQs resulting in a reduction in contact center volume.
Integrated with a brand’s enterprise system, personalized bots have access to specific customer data, enabling interaction and resolution on a deeply individual level. From troubleshooting WiFi connections to providing targeted online shopping offers, personalized bots are effective in improving First Contact Resolution (FCR).
Pulling data directly from back-end systems, these bots execute specific transactions on behalf of customers, such as changing payment methods or account plans, improving operational efficiency in the process.
An intelligent platform for delightful conversations
More than your average chatbot. See how top brands use our intelligent bot platform in their CX operations.
Building a bot
TELUS International has a proven process for adding bots to your customer service operations. From assessing the potential value to roll out and revisions, our team of digital engineers make this complex technology easy to understand and simple to implement. (Diagram notes: *NLU = Natural-Langage Understanding)
Potential to capture 10-20% of interactions related to FAQs.
Potential 30% improvement in operational efficiency.
Six steps for conversational bot success: A helpful primer for chatbot implementation
Make the most of your conversational bot investment with our easy-to-follow guide featuring best practices that can be applied to your digital transformation journey.
intelligent TELUS International Assistant
Discover how our intelligent TELUS International Assistant platform can help you deliver the instant, personalized attention your customers want - better, faster and at a fraction of the cost.
- case study
Implementing Conversational Bots internally drives time and cost savings for team members
Customer Service Channels
TELUS International has almost 40,000 team members requiring swift and effective IT support. Learn how an internally implemented Conversational Bot helped save time and reduce costs, while engaging team members in a new unique way.
Enhancing CX with Conversational Bots
Bots are an excellent first step on your path to digital automation and self-service. From informational to personalized to transactional, bots can be designed to meet your exact CX needs. Further, using Natural-Language Understanding (NLU), our bot solutions learn and improve over time, while delivering valuable Voice of the Customer data and analytics to your CX teams. Learn how AI and bots can transform your business. Connect with us today!
Components of conversational AI
In addition to talk, text and chat capabilities, a conversational AI solution should be able to use the history of existing enterprise interactions and data to learn.
With the ability to learn, conversational AI should then be able to converse, suggest, recommend and engage based on those learnings. This includes coming to understand the complex sentences (and imperfections) of human speech.
By integrating into enterprise systems, conversational AI should know who you are. It can reference previous transactions and interaction history to make current interactions as smooth as possible.
Since conversational AI is secure, it can also support and complete complex transactions such as buying life insurance, processing a healthcare claim, or troubleshooting tech issues.
Build smarter bots with the power of AI
An effective chatbot requires a massive amount of training data in order to quickly solve user inquiries without human intervention. With high-quality AI training data, your bot can better support your customers or internal teams with accurate and quick responses.See all of our AI Data Solutions
To build an effective bot, you must feed it information. We create the datasets your bot requires covering Q&A, Customer Support, Dialogue and Multilingual data.
Based on our global reach and understanding of cultural nuances, we create and classify custom intent datasets to address all of the different ways users might express the same intent. Regardless of user input, we support accurate, human-like interactions.
Intent recognition & classification
Via intent recognition services, we help your bot understand the purpose and meaning of different utterances (e.g. long, complex sentences). We can then categorize these utterances into relevant, predefined intent groups to ensure your bot continues to learn over time.