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AI-Powered Agent Tools

Transform your contact center into an insights engine. As a digital agency with 20 years of experience in CX operations, TELUS Digital helps the world’s leading brands build AI-powered agent tools that improve decision-making, enhance service quality and maximize efficiency.

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AI-Powered Agent Tools for Contact Center Performance

Modernize your quality assurance (QA)
AI-powered coaching and analytics tools automate interaction summaries, identify skill gaps and ensure process adherence to improve agent performance.
Enhance decision-making
Real-time guidance supports agents in the moment. AI monitors customer interactions and analyzes sentiment to provide proactive recommendations, suggested knowledge and instant translation so agents make informed, empathetic decisions.
Maximize efficiency and productivity
Automate routine tasks and reduce average handle time (AHT). Our agentic AI works side-by-side with human agents by performing tasks like service troubleshooting, bill evaluation and account maintenance, freeing up time for high-value interactions.

The TELUS Digital advantage: AI expertise meets operational excellence

Build agent tools that combine our deep contact center expertise with cutting-edge AI. From automation to insights, you’ll solve key challenges and measure results to propel your business forward.

The advanced toolkit for AI-powered agent success

With AI automating tasks, giving agents instant guidance and analyzing every interaction, you’ll drive positive impact to key contact center metrics like average handle time, first-call resolution and customer satisfaction.

Agent Quality Insights
Automate QA and gain complete visibility. Deploy AI to analyze 100% of interactions, identify skill gaps and provide actionable insights for targeted coaching and continuous improvement.
Real-Time Coaching and Agent Assistance
Give agents AI-driven guidance during every interaction. AI coaching tools ensure exceptional service by monitoring conversations and analyzing sentiment, assisting agents with immediate suggestions and knowledge base search.
Autonomous Agent Actions
Automate routine tasks and free up agent time for complex issues. The right agentic AI solutions can handle service troubleshooting, bill evaluation and even account maintenance, enabling your team to focus on high-value customer interactions.
Translation and Speech Enhancement
Ensure clarity and consistency in each customer engagement. Translation, speech enhancement and noise cancellation tools foster greater empathy and understanding by removing barriers to communication. Your agents deliver personalized support to a global customer base while ensuring consistent service quality.
Fuel iX™ Agent Trainer
Level up your team with real-time simulations of customer interactions, delivered in a safe environment for agents to practice and master new skills. By addressing skill gaps with personalized, scenario-based training, you reduce time to proficiency and improve overall performance.

100%
Calls reviewed and scored by our Agent Quality Insights tool
$1M
Annual contact center cost savings at a top financial services company
40%
Reduction in AHT for an international airline’s IT service desk

Agent tools built for the CX and CCaaS platforms enterprises depend on

Article

100% call and chat coverage: How AI-powered quality insights transform agent coaching and contact center operations

Learn how AI-powered quality insights transform contact center operations by providing targeted, unbiased agent coaching and automating compliance.

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Awards and recognition

Award-winning agent tools built for trust, safety

Our AI-powered agent tools have garnered industry recognition, including “Chatbot Platform of the Year” from the 2025 AI Breakthrough Awards. TELUS’s GenAI Customer Support Tool, powered by Fuel iX™, also received the world's first privacy by design certification (ISO 31700-1).