What is the role of AI in TELUS Digital's CX transformation?

• A. AI is deployed only for automating reporting.
• B. AI is trained, validated, and deployed into production workflows as part of operationalization.
• C. AI replaces all human agents immediately.
• D. AI is used solely for marketing analytics.

Answer: (B)

AI plays a structured role in TELUS Digital's CX transformation by being trained, validated, and then deployed into production workflows as part of operationalization. Models are developed using relevant CX data, rigorously tested to ensure accuracy and safety, and then integrated into live customer processes where they can automate tasks, inform decisions, and personalize experiences in real time. This approach emphasizes turning AI into reliable, scalable capabilities that continuously deliver value within actual customer journeys, with ongoing monitoring, governance, and updates as data and needs evolve. Limiting AI to reporting, marketing analytics, or replacing all human agents misses the essential idea: AI is embedded throughout operations to augment, not just replace, human agents and to drive tangible improvements in CX at scale.