TELUS Digital and ElevenLabs Partner to Scale Voice AI

Under the partnership, TELUS Digital will serve as a preferred implementation partner for ElevenAgents, ElevenLabs' AI voice agent platform. The AI agents can handle large volumes of routine customer interactions, while more complex or sensitive cases are transferred to human support teams. This allows employees to focus on higher-value customer needs and improves overall service efficiency.

Under the partnership, businesses can purchase ElevenLabs' voice AI technology directly and work with TELUS Digital to implement and manage it. TELUS Digital will oversee deployment, integration, and governance, using its experience with leading CRM, customer experience, and telephony platforms such as Genesys, Twilio, Amazon Connect, Zendesk, and Salesforce. The company will also provide the tools and support needed to operate voice AI effectively at scale.

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TELUS Digital's involvement will continue after implementation, offering ongoing managed services and operational support to ensure the technology performs reliably. The company will also help clients expand, and adapt their voice AI capabilities as business needs change over time.

TELUS Digital has extensive experience in conversational AI, including voice AI, generative AI, and automation solutions for customer service. The company not only helps clients implement AI technologies but also operates large-scale customer service operations itself. With more than 900 AI engineers, TELUS Digital has deep expertise in delivering enterprise-level AI solutions.

Voice AI helps businesses handle a much larger number of customer conversations than human support teams can manage on their own. AI agents such as ElevenAgents can answer common questions, connect with business system's and complete tasks during a conversation, such as updating customer information or scheduling appointments. They can also proactively contact customers for activities like account onboarding, allowing support teams to focus on more complex interactions where human expertise is most valuable.

ElevenAgents delivers natural, human-like conversations in more than 70 languages with real-time responses. The AI agents can listen, speak, and take actions during calls, providing accurate answers based on a company's own data. They can smoothly adapt if a customer changes languages, interrupts, or pauses during a conversation. This helps businesses deliver a consistent and scalable customer experience across different markets and communication channels without needing to build separate solutions for each one.

"Our team members are the heart of customer care at TELUS, and they're who customers turn to for the complex and sensitive issues where human judgment and empathy matter most," said Jelena Bajic, Global Vice President, Global Operations Excellence, TELUS Communications. "When customers sign up for home internet, those first moments matter. We wanted to welcome every new customer proactively -- before they hit a problem -- with personalized onboarding that gets them set up for success. With ElevenLabs, we can deliver that personalized first experience at scale.

"Voice is how people most naturally communicate, and it is fast becoming a primary way they connect with brands and customer care teams," said Will Mayo, Senior Vice President, Commercial, TELUS Digital. "Voice AI can get customers the answers they need in the moment, without wait time or being passed between agents. That frees up our frontline teams to spend their time on the conversations that need them most. ElevenAgents is built for this, and it can deliver that experience to every customer, at scale."

"Deploying AI agents at enterprise scale is harder than it looks – the technology has to hold up in a live operation with real customers, real complexity, and no margin for a bad experience," said Ashish Uchil, Head of Business Development and Partnerships at ElevenLabs. "TELUS Digital understands that. They bring the operational depth and engineering expertise to take ElevenAgents from a deployment into something customers actually experience. That's exactly the kind of partner we want building with us."

About TELUS Digital

TELUS Digital helps businesses create better experiences for both customers and employees while supporting digital transformation initiatives that drive growth and value. Working behind many well-known brands, the company combines customer service expertise with advanced technology to improve customer journeys, solve business challenges, reduce risks, and support ongoing innovation. Its global team is dedicated to helping clients deliver exceptional experiences and achieve their business goals.

About ElevenLabs

Founded in 2023, ElevenLabs is an AI company focused on improving how people and businesses communicate through advanced voice, and audio technology. The company first launched with a human like AI voice model and has since grown to serve millions of users and thousands of businesses worldwide. Its platforms include ElevenAgents for scalable voice and chat customer service solutions and ElevenCreative for generating and editing speech, music, images, and videos in more than 70 languages.

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