Newsroom

TELUS International will become TELUS Digital Experience. The TELUS Digital Experience rebranding underscores the company’s expertise in AI and GenAI solutions, which includes the creation of intellectual property and the ongoing development of proprietary software, tools and platforms spanning the digital continuum.

Michael Ringman, Chief Information Officer of TELUS International, emphasizes that while AI-driven personalization can enhance customer experiences by making interactions seamless and tailored, brands must be cautious not to over-personalize, which can feel intrusive to some customers. Striking the right balance ensures meaningful engagement without compromising privacy or trust.

PYMNTS takes a look at Apple Intelligence's predictive AI, which can revolutionize shopping by personalizing experiences based on user data. Tobias Dengel, President of WillowTree, a TELUS International Company, highlights the AI's ability to improve user experience through on-device processing and cloud integration, ensuring speed, quality, and privacy.

Tobias Dengel, President of WillowTree, a TELUS International Company, discusses why voice technology works best with a multimodal approach, how voice commands can transform user interactions, and the complexities of building trust with AI and voice models. He also shares insights on how voice interfaces combined with AI can bring significant value to brands and their customers.

Albert Galarza, Global Vice President of Human Resources, shares strategies for how HR leaders can support the successful implementation of GenAI within their organizations.

Melanie Spears, VP of Business Development and CX Innovation at TELUS International, provides her perspectives on a panel of several customer experience leaders, highlighting the significant impact of generative AI (GenAI) on the customer experience industry since 2022. She emphasizes that many organizations are at various stages of implementing GenAI, seeking to overcome infrastructure and governance challenges with the help of third-party providers to enhance personalization, reduce costs, and drive brand loyalty.

TELUS International has partnered with eGain to offer the eGain Knowledge Hub as part of its contact center-as-a-service (CCaaS) offering, or as a standalone service, utilizing modern knowledge management to improve customer experiences.

TELUS Corporation recently announced that its generative AI (GenAI) customer support tool has made history by becoming the first in the world to be internationally certified in Privacy by Design (ISO 31700-1). The TELUS.com GenAI support tool is powered by Fuel iX, an enterprise-grade AI engine provided by TELUS International.

Tobias Dengel, President of WillowTree, a TELUS International Company, shares his opinion on ChatGPT's latest 4o release, emphasizing that it will raise consumer expectations for seamless AI integration in apps. He highlights that consumers will soon expect functionalities like making airline seat changes to be directly available through apps, showcasing the transformative potential of generative AI in enhancing customer experiences.

TELUS International has partnered with eGain, a leading AI knowledge platform, to launch the eGain Knowledge Hub™. This innovative customer service solution is part of TELUS International's Contact Center as a Service (CCaaS) offering and can also operate as a standalone customer self-service option.

Michael Ringman, CIO, shares insight into how generative AI serves as the great differentiator for brands to improve operational efficiency, foster innovation and fundamentally reshape how they can connect and engage with consumers.

Albert Galarza, Global Vice President of Human Resources, shares insight into how GenAI can help leaders tailor their communication strategies to cater to diverse learning styles and preferences across generations.