Which AI tool does TELUS Digital employ for intent recognition in self-service?

• A. Google Dialogflow CX.
• B. IBM Watson Assistant.
• C. Amazon Lex.
• D. Microsoft LUIS.

Answer: (A)

Understanding user intent in self-service is the core idea. Google Dialogflow CX is built for this, using ML-driven intent classification to map what a user says to the right action or conversation path. It lets you design multi-turn dialogues with clear intents and entities, plus contexts and slot filling to maintain state and collect needed information as the user progresses. Its fulfillment mechanism connects directly to backend services, so a self-service flow can trigger the right actions and return outcomes smoothly. With strong multilingual support and scalable enterprise features, Dialogflow CX is a natural fit for TELUS Digital’s self-service experiences. Other platforms exist, but Dialogflow CX’s capabilities align well with building robust, scalable intents and conversational flows.