TELUS Digital and Cresta Partner to Deliver AI Agents and Augment Human Agents

Under the partnership, TELUS Digital will introduce current and prospective enterprise clients to Cresta’s customer experience AI platform and act as a preferred implementation partner. Enterprises using Cresta will work directly with Cresta for the platform and partner with TELUS Digital for implementation, integration, change management, managed services, and other professional support.

TELUS Digital’s services cover the deployment, orchestration, and optimization of Cresta’s full AI platform for global brands. This includes voice and chat-based AI agents, real-time support for human agents, and AI-powered conversation intelligence.

Enterprise clients can use Cresta on its own or integrate it with TELUS Digital’s proprietary tools, hyperscaler technologies, CCaaS platforms, and other partner solutions. TELUS Digital provides implementation and optimization services across the broader customer experience environment.

Cresta’s platform is built on the idea that customer experience performance does not happen in isolation. What you measure shapes what you can automate, and what you automate changes what human agents need to handle.

The platform brings together three connected layers. Analyze helps understand what drives outcomes across every interaction, not just a sample. Automate enables AI-agents to resolve customer needs independently, consistently and in line with the brand. Augment supports frontline teams with real time guidance so they can perform at the same level as AI agents.

TELUS Digital embeds forward-deployed engineers who work directly with experienced human agents to tune AI systems based on each client’s real conversations, policies, and tone. This helps ensure the AI is aligned with how the business actually operates.

One of the main challenges in AI adoption is data, since much of the knowledge needed for good outcomes sits in call transcripts and the experience of skilled agents, which many AI systems fail to capture. Because TELUS Digital also runs contact centers its teams can extract this knowledge, and feed it back into the AI through a continuous feedback loop that connects each interaction to verified outcomes, helping improve both AI guidance and customer service over time.

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"Our partnership with Cresta is focused on deploying AI to give customers accurate answers faster, which in turn helps support our incredible human agents," said Tobias Dengel, President, TELUS Digital. "The companies best placed to make AI in CX work are the ones living in it every day. Operating contact centers ourselves shapes how we implement AI for our clients. We know the magic isn't in the first launch of a technology; it comes from sitting on the floor with agents and iterating to an ever better outcome for customers. Cresta's platform brings AI to every interaction and connects it to measurable results, and we're excited to make it deliver in our clients' operations."

"TELUS Digital is a global leader in delivering cutting-edge customer experience technology to the world's most iconic companies," said Ping Wu, CEO of Cresta. "As the global customer experience workforce transitions into a hybrid future with AI agents and AI-augmented human agents working side by side, it's more important than ever for companies to have the right solutions to drive customer satisfaction and revenue. We're proud to partner with TELUS Digital to bring Cresta's unified customer experience AI platform to businesses everywhere."

About TELUS Digital 

TELUS Digital creates unique and lasting experiences for both customers and employees, while delivering digital transformation solutions that help clients create value. The company works as the brand behind other brands. Its global team members act as ambassadors for clients’ products and services, while also serving as technology experts. They focus on improving customer journeys, solving business challenges, reducing risks, and driving ongoing innovation.

About Cresta 

Founded in 2017 by Tim Shi, Cresta helps unlock the full potential of customer experience by turning every conversation into a competitive advantage. Its unified AI platform combines conversational AI agents, real-time human support and conversation intelligence to improve revenue and efficiency across all channels. Companies such as United Airlines, Cox Communications and Marriott use Cresta to deliver better customer experiences every day.

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