TELUS Digital: 3 Keys to Production-Ready AI Agent Assist

Enterprise contact centers are now focused on scaling AI agent assist technology, moving beyond pilot programs. TELUS Digital highlights three key requirements for production-ready AI agent assist: native integration with CRM and knowledge bases, real-time low-latency recommendations, and a system that captures agent feedback to continuously improve. Fuel iX, TELUS Digital's enterprise AI platform, helps achieve measurable gains like reduced average handle time and improved sales conversion. Erin Walker, Global VP, CX AI, Business & Delivery at TELUS Digital, emphasizes that successful AI agent assist technology provides full customer context in a single view and offers real-time guidance. The system also needs to learn from agent actions, getting sharper at scale. This allows agents to receive relevant information instantly during customer interactions, whether by voice, chat, or email. TELUS has even received the first Privacy by Design certification for its GenAI-powered customer support chatbot built on Fuel iX. The bottom line is that these operational requirements are crucial for AI agent assist technology to perform effectively at an enterprise level.