TELUS International Philippines has officially rebranded to TELUS Digital Philippines reflecting the company’s commitment to delivering digital-first, human-centered customer experience solutions across the globe. As the customer experience landscape continues to evolve with the rise of generative AI (GenAI), TELUS Digital Philippines is demonstrating how 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,” says Rajiv M.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.”
Unlocking human potential for next-level customer experiences
Generative AI and human expertise form a powerful synergy, working in tandem to redefine the customer journey. 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, empowering them to confidently provide personalized support and even anticipate needs and potential challenges.
“With the amount of information that we need to understand constantly growing, including product details and updates, these AI tools have become essential copilots to us,” says Jastine Carl Ranillo, TELUS Digital Philippines team member. “They put everything I need right at my fingertips. In addition to having access to the relevant information I need to support the customer, I also get AI prompts about next best steps or product recommendations. All these make me feel more confident and allow me to focus on what matters most—helping the customer.”
This access to the most updated and relevant information translates to a faster, more personalized, and empathetic support experience for the customer, ultimately building stronger, more impactful connections. Not only do these AI copilots improve the customer experience, but they also have a similar positive impact on agents and the results speak for themselves. For instance, by implementing an AI-powered agent-assist chatbot for a growing consumer robotics company, the TELUS Digital Philippines team supporting that company witnessed a 37% increase in agent satisfaction, improved agent retention, and a significant reduction in new hire training time, on top of the improvements experienced by their customers.
“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” shares Dhand.
Equipping all team members for an AI-powered future
Providing team members with powerful AI tools is only half the equation. To truly unlock the full potential of this technology, TELUS Digital Philippines is equally invested in equipping its team with the knowledge and skills to thrive in an AI-powered world. The company has invested heavily in creating a robust curriculum of AI-focused training programs for its team members at all levels.
From “AI 101” courses that demystify the basics to specialized workshops on leveraging GenAI for specific customer experience tasks, these training programs empower the team with the knowledge and skills they need to confidently navigate the evolving landscape of AI-powered customer service. For example, agents participate in immersive simulations where they interact with AI-powered tools in real-life scenarios. This hands-on experience allows them to gain practical skills and build confidence in their ability to leverage AI effectively. The company also created several micro-learning modules, videos and podcasts to equip its team members across all roles with basic to advanced AI know-how.
“The training programs on GenAI and the AI tools available to us really helped me reimagine what’s possible now. They opened my eyes to how I can further elevate the level of service we can give to our customers, and they made being more effective at my job easier for me,” says Johanne Joi Santos, TELUS Digital Philippines team member. “It’s really about enhancing my skills and making me even better at my job.”
Leveraging GenAI to enhance performance, coaching and people development
TELUS Digital makes GenAI tools available across all departments of the company globally, including the company’s own Synapse, a new GenAI chatbot that its team members use for numerous tasks including writing, translating and summarization, as well as WorkAssist, an AI-powered assistant powered by Fuel iX, TELUS Digital’s recently launched enterprise-grade AI engine. WorkAssist uses GenAI capabilities to help with writing, learning, brainstorming, summarizing information, generating images, and so much more. Fuel iX, the company’s enterprise-grade AI engine is also available for purchase to companies that need help in developing similar customized GenAI tools for their employees.
TELUS Digital Philippines also utilizes AI to improve their leaders’ coaching skills and the development of their team members. The company incorporated AI into their coaching program to help better assess the quality of coaching discussions and effectiveness of action plans to support opportunities for enhanced performance or to address skills or other gaps identified during coaching sessions.
“We’re committed to investing in our people and equipping them with the tools, skills and guidance they need to unlock their full potential. Our comprehensive training programs combined with our range of AI-powered tools, ensure our team members are effectively incorporating new technologies into their day-to-day routines to help them advance their careers,” emphasizes Dhand. “Now more than ever, it’s essential that we address skills gaps that can be detrimental to the development of our team members and our team’s ability to fully capitalize on GenAI and other leading-edge technologies. Having the tech is just the starting point, but to have the people use the tech effectively and responsibly is equally important and is what will unlock success in the age of AI.”
While AI is transforming the CX landscape, TELUS Digital Philippines maintains that the human touch remains essential. By strategically combining human insights and empathy with AI capabilities, companies can deliver the personalized, efficient and heartfelt service that customers crave. TELUS Digital Philippines is proving that the future of CX is not about choosing between humans and AI—it’s about leveraging the best of both to create truly exceptional customer experiences.
