Contact Center AI Is Moving From Demos to Audits: Inside TELUS Digital's Agent Performance Loop
Only 32% of enterprises run AI quality monitoring in their contact centers. TELUS Digital says contact center AI plateaus without it. Here is the loop it needs.
Contact center AI systems are moving from demonstrations to audits, with a focus on measuring their impact on agent performance. A study by The Quarterly Journal of Economics found that a generative AI assistant for customer support agents increased resolution rates by 15%, particularly for less experienced agents. Despite these promising results, only 32% of enterprises using contact centers have adopted AI-powered quality assurance and coaching tools.
The lack of a grading layer in these tools has been a significant barrier to their success. TELUS Digital, a CX transformation partner for Fortune 1000 brands, has developed an "Agent Performance Loop" that connects training, real-time assist, and quality monitoring to improve agent performance. This loop involves training agents, providing real-time assist during interactions, and monitoring quality against real outcomes to inform coaching and training.
TELUS Digital tests their AI systems within their parent company, TELUS, in a "living laboratory" approach before deploying them to external clients. This approach allows them to refine the AI-powered customer experience in real telecommunications operations.
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