Strategic AI Integration in Contact Centers
TELUS Digital, a global provider of AI-powered digital customer experience (CX) services, announced on June 15, 2026, a new partnership with Cresta, an AI platform specializing in conversational intelligence. The collaboration aims to deploy AI agents alongside human representatives to optimize contact center performance.
Under the agreement, TELUS Digital will serve as a preferred implementation partner for Cresta’s platform. The partnership focuses on a ‘continuous feedback loop’ model, where AI systems analyze customer interactions, automate routine resolutions, and provide real-time guidance to human agents. By embedding engineers directly into contact center environments, TELUS Digital intends to refine AI models based on actual client policies and conversational data.
Addressing the Industry Gap
The move comes at a time when enterprises are increasingly seeking to balance automation with human expertise. According to a survey of 815 CX decision-makers across 12 countries, commissioned by TELUS Digital, AI-augmented human agents are currently viewed as the most effective service delivery model. However, the study notes that only 32% of enterprises possess the necessary automated quality assurance tools to effectively bridge the gap between AI investment and measurable performance outcomes.
‘The companies best placed to make AI in CX work are the ones living in it every day,’ said Tobias Dengel, President of TELUS Digital. ‘We know the magic isn’t in the first launch of a technology; it comes from sitting on the floor with agents and iterating to an ever better outcome for customers.’
The two companies are scheduled to showcase their joint capabilities at Customer Contact Week (CCW) in Las Vegas on June 24-25, 2026.