TELUS Digital and ElevenLabs are partnering to help enterprises deploy voice AI agents that improve customer service, onboarding, and operational efficiency.
TELUS Digital, a digital customer experience and technology services provider, has partnered with ElevenLabs to help enterprises deploy AI voice agents that can handle routine customer interactions while supporting human agents with more complex conversations.
Under the partnership, TELUS Digital will serve as ElevenAgents’ preferred implementation partner, providing deployment, integration, governance, and ongoing operational support for enterprise customers.
The collaboration aims to help organisations improve customer service responsiveness, automate repetitive interactions, and enable frontline teams to focus on higher-value customer engagements.
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Combining Voice AI with Human Expertise
“Voice is how people most naturally communicate, and it is fast becoming a primary way they connect with brands and customer care teams. 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,” said Will Mayo, Senior Vice President, Commercial, TELUS Digital.
The platform enables AI agents to manage high-volume customer enquiries, complete routine tasks, and connect with back-end systems while escalating more complex or sensitive requests to human agents.
Supporting Customer Service at Scale
TELUS Digital has already used ElevenLabs technology within its agent training programmes and customer onboarding initiatives. According to the company, a voice AI onboarding programme implemented for TELUS Communications helped reduce early customer cancellations while improving onboarding experiences.
“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. TELUS Digital understands that. They bring the operational depth and engineering expertise to take ElevenAgents from a deployment into something customers actually experience,” said Ashish Uchil, Head of Business Development and Partnerships, ElevenLabs.
As organisations continue investing in conversational AI, partnerships that combine automation with human expertise are becoming increasingly important for delivering scalable, responsive, and personalised customer experiences.
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