TELUS Digital Philippines has seen a 37- percent increase in agent satisfaction, improved agent retention, and a significant reduction in new hire training time, following the use of AI copilots in its operations.
This is on top of the improvements experienced by their customers, TELUS said in a statement over the weekend.
TELUS International Philippines has officially rebranded to TELUS Digital Philippines to reflect the company’s commitment to delivering digital-first, human-centered customer experiences solutions
TELUS Digital Philippines said AI can empower–rather than replace–human talent, leading to richer, more meaningful interactions and setting new standards for service excellence.
“While AI is transforming customer service in so many ways, it can’t replicate the uniquely human skills that are so crucial to creating connections,” said Rajiv Dhand, TELUS Digital APAC and Africa regional vice president. “Empathy, critical thinking, and the ability to navigate complex emotions are the qualities that set our team members apart and allow us to build lasting relationships with customers,” Dhand said.
At TELUS Digital Philippines, AI-powered assistants are already in use to rapidly retrieve extensive knowledge bases and past customer transactions, to provide agents with real-time answers and valuable insights.
TELUS said this tool empowers them to confidently provide personalized support and even anticipate needs and potential challenges.
“Since implementing AI-powered tools, we’ve seen a very positive impact not just for our customers but for our team members as well. For instance, our agent satisfaction scores increased, and the new hire training period became shorter. And in terms of performance, average handling time and first contact resolution has also increased. While for the brands that we support, they in turn benefit from increased customer loyalty, market share, and other positive results from satisfied customers. It’s a win-win for our team members and our customers” Dhand said.
TELUS Digital Philippines has a robust curriculum of AI-focused training programs for its team members at all levels to equip agents with the tools, skills and guidance.