TELUS Digital has partnered with Cresta to help enterprises deploy AI agents and human augmentation tools to improve customer experience outcomes.
TELUS Digital, a global technology services provider specialising in AI-powered customer experiences, has partnered with Cresta to help enterprises deploy AI agents and AI-assisted human agents across customer service operations.
Under the partnership, TELUS Digital will serve as a preferred implementation partner for Cresta’s customer experience AI platform, helping organisations deploy, integrate, and optimise AI solutions across complex enterprise environments.
The collaboration reflects growing enterprise demand for AI systems that combine automation with human expertise to improve customer outcomes and operational efficiency.
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Combining AI Automation with Human Expertise
Cresta’s platform unifies conversation intelligence, AI agents, and real-time agent assistance in a single environment. The system analyses customer interactions, automates routine tasks, and provides frontline employees with AI-powered guidance during conversations.
“Our partnership with Cresta is focused on deploying AI to give customers accurate answers faster, which in turn helps support our incredible human agents. The companies best placed to make AI in CX work are the ones living in it every day,” said Tobias Dengel, President, TELUS Digital.
TELUS Digital said its forward-deployed engineers work directly with contact centre teams, creating feedback loops that continuously improve AI performance using real customer interactions and verified outcomes.
Supporting the Future of Hybrid Customer Service
The partnership comes as enterprises increasingly adopt hybrid service models that combine AI agents with human employees. According to research commissioned by TELUS Digital, AI-assisted human agents are now the preferred customer service model among CX decision-makers globally.
“TELUS Digital is a global leader in delivering cutting-edge customer experience technology to the world’s most iconic companies. As the global customer experience workforce transitions into a hybrid future with AI agents and AI-augmented human agents working side by side, it’s more important than ever for companies to have the right solutions to drive customer satisfaction and revenue,” said Ping Wu, Chief Executive Officer, Cresta.
Cresta joins TELUS Digital’s broader CX AI ecosystem and can be deployed alongside CCaaS platforms, CRM systems, and other enterprise technologies, enabling organisations to tailor AI capabilities to their specific customer experience goals.
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