TELUS Digital Revolutionizes Agent Training with ElevenLabs AI

TELUS Digital, which hires 20,000 to 30,000 new employees annually, has made rapid agent proficiency its top priority. Existing lecture-based training or shadowing methods struggled to reflect real-world situations, and the company faced a high turnover rate of 30-45% along with slow onboarding speed.

To address this, Agent Trainer leverages ElevenLabs' AI technology to provide realistic voice and chat simulations. Agents can practice a variety of scenarios, from simple inquiries to complex complaints, in a safe and repeatable environment.

ElevenLabs enhanced the quality of training through the following key features:

• Realistic voice simulation: Rich, emotional, and natural Text to Speech technology that even implements regional accents and dialects.
• Dynamic conversation flow: Low-latency support for real-time voice and chat interactions.
• Multilingual support: Enables localized voice AI training for customers worldwide.
• Powerful API: Helps developers easily build and customize immersive training experiences.

TELUS Digital chose ElevenLabs based on latency performance, system transparency, and fast deployment speed. As a result, the company reduced onboarding time by 20% and has already completed over 50,000 customer simulations.