AI case study

TELUS DigitalContact center training

Shadowing took weeks yet left agents unprepared. Now, hires practice safely against AI voices mimicking real emotions and accents.

Published|9 months ago

Key results

Faster Onboarding
20%

Result highlights

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The story

Context

A digital customer experience provider manages 70,000 contact center associates and onboards 20,000 to 30,000 new hires annually.

Challenge

Traditional training methods like classroom shadowing took weeks and failed to simulate realistic scenarios, leaving agents underprepared for live...

Solution
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Scope & timeline

  • 50,000+ AI simulations completed

Quotes

The company

TELUS Digital logo

TELUS Digital

telusdigital.com

Digital customer experience and AI solutions for enterprise brands.

IndustryTechnology
LocationVancouver, BC, Canada
Employees10K-50K
Founded2005

The AI provider

ElevenLabs logo

ElevenLabs

elevenlabs.io

AI voice synthesis platform for text-to-speech, dubbing, and voice cloning.

IndustrySoftware & Platforms
LocationNew York, NY, USA
Employees51-250
Founded2022

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