Back in the day, when customer service lines rang off the hook, who would've thought a digital voice would tackle the overflow? But here we are. TELUS Digital's hooked up with ElevenLabs, and this isn't just another digital duo—it's a major move in scaling voice AI capabilities. Seems like TELUS is dead set on revolutionizing how enterprises manage high call volumes without losing their touch.
Boosting Customer Experience with Voice AI
Alright, let's get to the crux of it. We're talking about ElevenAgents, ElevenLabs' pride and joy—an AI platform that doesn't just parrot back phrases but speaks as naturally as if a seasoned operator is on the line. The magic here? It's aiming to handle those never-ending routine interactions, letting humans step in when discussions deepen. That's the pitch: letting the tech tackle quantity while people bring quality to the table.
The alliance makes TELUS Digital a preferred implementation partner for ElevenLabs' ElevenAgents AI voice platform.
From Deployment to Day-to-Day Execution
Out of the gate, TELUS Digital's task is no walk in the park. They're not just helping get the tech up and running but are deeply intertwined in execution. It's about laying down the pipeline, ensuring those voice AIs can chat seamlessly with systems enterprises already use: Genesys, Twilio, you name it. Having TELUS in your corner means you're getting a partner in the trenches, from pre-launch to tweaking as real demands roll in.
- Deployment and integration of voice AI across platforms like Salesforce
- Ongoing managed services and operational support
- A range of expertise from CRM to CRM integrations
Complexity and Capacity Management
When Ashish Uchil, Business Development Head over at ElevenLabs, emphasizes that deploying AI isn’t a cakewalk, he's spot on. The technology's gotta withstand the heat of customer interactions—and no business wants the experience to crumble under pressure. TELUS Digital has been there, done that. They house over 900 AI engineers steeped in enterprise-grade AI delivery, making them not just a partner but almost a teammate for these enterprises.
Beyond Voice: Embodied Engineering
There's a handy tool tucked within TELUS’ roster, called the Fuel iX™ Agent Trainer. It’s a simulation platform where new agents practice handling every scenario tossed their way—from easy queries to the tough nuts to crack. Thirty thousand simulations later, and agents are starting with confidence and precision—chopping the onboarding time by 20% while cutting down on new hire turnover.
Direct Impact: What the Numbers Say
Let’s not gloss over the numbers. TELUS has proof-on-concept results that carry some weight. Train the AI right, and when they greet newest customers, cancellations drop by over 50% in that always-tense first month. ElevenAgents aced initial user satisfaction, scoring an 8.5 out of 10 on the customer love-o-meter. Not too shabby, right? What’s more, these bots speak over 70 languages and keep it snappy—low latency is the name of the game.
So what's the long play here? It's an ambitious aim: to mold ElevenAgents into the go-to solution for enterprise sectors knee-deep in customer engagements—think telecom, financial services, utilities, retail, you get the drift. TELUS Digital isn't just playing the AI game; they're eyeing the big leagues.
Voice AI enables TELUS to keep customers engaged during critical onboarding phases, reducing early cancellations by half.
Eyeing the AI Future
In an age where “voice is how people most naturally communicate,” as Will Mayo from TELUS Digital declares, there’s no dispute that AI could (some argue, will) take this concept to the skies. The mission resonates: more precision, less waiting, with the AI on hand to do the grueling lifting so teams can focus on where human insight makes the most difference. It’s not about replacing humans. It's about redefining roles—empowering agents to connect where it counts.
Bottom line? This TELUS-ElevenLabs partnership is laying down tracks for the AI-fueled customer experience train to roll smoothly forward, creating that crucial junction where technology meets empathy, at scale. It’s risky business—but hey, that’s where the potential payout lies. Investors should stay tuned to see if these efforts turn out the way TELUS and ElevenLabs envision.
