Newsroom

In an interview with Pulse 2.0, Sce Pike, VP of AI Growth & Solutions at TELUS Digital, explains why physical AI training data has to be captured one real-world task at a time, and how inconsistent collection methods leave robots unreliable outside the lab. She also outlines what robotics safety standards should cover, including collector consent, data provenance and screening out harmful footage at the source.

As companies decide when agentic AI is ready to take on more customer support work, TELUS Digital is cited for its perspective on why metrics like average handle time can rise even when automation is working, since AI absorbs simpler requests and leaves harder cases for human agents. Erin Walker, Global VP, CX AI, Business & Delivery at TELUS Digital, explains that AI should take on the parts of an interaction that slow agents down so they can apply their judgment where it counts.

VMblog’s 2026 Scary Stats roundup gathers some of the year’s most alarming cybersecurity research, from ransomware and phishing to identity gaps and AI-driven attacks. It features TELUS Digital’s GenAI Safety Model Benchmark, which tested 34 AI models and found reasoning models were vulnerable to 19.9% of attacks compared to 55.1% for non-reasoning models, with smaller models the most exploitable. For enterprises, the findings show why safety should be weighed alongside cost and speed when choosing which AI models to deploy.

Everest Group recognized TELUS Digital’s broad trust and safety portfolio across platform safety, AI support, and review and compliance, along with its data for AI training capabilities and Fuel iX™ Fortify for automated AI red-teaming.

As AI reshapes the Canadian workplace, the real innovation may be organizational rather than technical. TELUS Digital is highlighted for embedding AI directly into employees’ working environments through its Fuel iX platform. By connecting real-time agent assist, quality monitoring and coaching, the company shows how data generated through everyday work can inform targeted training. Erin Walker, Global VP, CX AI, Business & Delivery at TELUS Digital, argues that technology should remove friction and give employees accurate information when they need it, rather than leave them managing yet another system.

Sce Pike, VP of AI Growth & Solutions at TELUS Digital, joins the Media and the Machine podcast to explain how robots learn. She walks through the real-world data AI labs need to train physical AI, why robots may require as many as a billion hours of training data, and how TELUS Digital draws on its global AI community of more than 1 million contributors to collect it at scale. Sce also discusses why physical AI has the opportunity to build responsibility and core values into training from the start.

New research on AI-handled customer service chats finds that automation can shorten interactions while lowering customer ratings, with the steepest drops when frustrated customers are passed to a human agent late in the conversation. Erin Walker, Global VP, CX AI, Business and Delivery at TELUS Digital, explains that the goal isn’t to take people out of the conversation, but to make sure they have what they need, when they need it, and stay accountable for the moments that require judgment.

Employees want fast answers from AI, but without the right safeguards, that demand can put company data at risk. This article explores how enterprises can unlock the knowledge inside their business documents while maintaining security, governance and trust, citing TELUS Digital survey insights that 57% of enterprise employees have copy-pasted sensitive company information into public AI tools to get an answer.

TELUS Digital is now an implementation partner for Parloa, a leading agentic CX enabler for the enterprise. Together, the companies can help enterprises build stronger customer relationships with AI agents that handle interactions from beginning to end and bring in a person when a conversation calls for high-touch care.

Mobile World Live reports on TELUS Digital’s partnership with Parloa, under which TELUS Digital will introduce Parloa’s AI agent platform to enterprise clients and support them with integration, change management and managed services. The article also covers how the partnership complements TELUS Digital’s existing conversational AI portfolio.

Mitch Lieberman, VP of Product and CX at TELUS Digital, tells Customer Experience Magazine how companies can avoid getting locked into a single AI vendor. He shares why owning your customer conversation data matters, so you can switch tools as AI evolves without losing your history or making customers repeat themselves.

Faster responses don’t guarantee a better customer experience if the AI behind them is working from stale information. This article draws on recent research to show why keeping contact center AI current after launch matters. Erin Walker, Global Vice President, CX AI, Business & Delivery at TELUS Digital, explains that agents improve when training, assist, quality and coaching operate as one connected system, and that AI should take on the tasks that slow agents down so they can focus their judgment where it counts.