ElevenLabs, an AI voice technology company, has partnered with TELUS Digital to bring enterprise-grade voice AI agents into customer service operations across telecommunications, financial services, utilities, and retail. The partnership makes TELUS Digital a preferred implementation partner for ElevenAgents, ElevenLabs' AI voice agent platform designed to handle high-volume, routine customer interactions while routing complex or sensitive issues to human agents.

How Do AI Voice Agents Work Alongside Human Teams?

The core idea behind ElevenAgents is straightforward: AI handles what it does best, and humans handle what matters most. ElevenAgents can process customer conversations in over 70 languages with low latency, resolving common requests, updating accounts, booking follow-ups, and even reaching customers proactively during critical moments like account onboarding. When a customer switches languages mid-call or interrupts, the agent adapts in real time.

TELUS Digital brings operational expertise that goes beyond just deploying the technology. The company will handle implementation, integration, and ongoing management across major platforms including Genesys, Twilio, Amazon Connect, Zendesk, and Salesforce. TELUS Digital employs more than 900 AI engineers and runs customer operations at scale itself, embedding engineers within client operations to refine solutions close to the actual work.

What Real-World Results Has This Partnership Already Achieved?

TELUS Communications, a business entity of TELUS, ran a proof-of-concept that demonstrates the practical impact of this approach. The company deployed an ElevenLabs voice agent to proactively reach newly activated home internet customers during their first 90 days. The agent confirmed service setup, walked customers through their first bill, and answered early onboarding questions. Meanwhile, human agents remained available for account changes, promotions, troubleshooting, and any customer who requested human support.

The results were compelling. Customers who received a welcome call from the AI agent were less than half as likely to cancel within their first 30 days compared to the average new internet customer. The welcome calls themselves received an average satisfaction score of 8.5 out of 10. Transparency was built into the experience: the agent identified itself as AI at the start of every call and before any account information was discussed, and the call ended if a customer declined to continue.

TELUS Digital is already using ElevenLabs technology internally through its proprietary Fuel iX Agent Trainer, a platform that generates lifelike voice and chat simulations to help new contact center agents rehearse customer situations before taking live calls. After more than 90,000 simulations as of June 2026, the approach has reduced onboarding time by 20%, with early signs of lower agent turnover as better-prepared agents start their roles with more confidence.

What Benefits Does Voice AI Bring to Enterprise Customer Care?

• Scale Without Rebuilding: Voice AI delivers consistent, on-brand customer experiences at any scale without requiring separate implementations for each market or communication channel.
• Multilingual Support: ElevenAgents operate across 70+ languages, allowing enterprises to serve global customer bases without language barriers or accent limitations.
• Faster Resolution: Customers get answers in the moment without wait times or being transferred between agents, improving satisfaction and reducing operational strain on human teams.
• Human Agent Focus: By handling routine interactions, AI frees human agents to spend time on complex issues, complaints, and situations where human judgment and empathy create the most value.

"Deploying AI agents at enterprise scale is harder than it looks. The technology has to hold up in a live operation with real customers, real complexity, and no margin for a bad experience," said Ashish Uchil, Head of Business Development and Partnerships at ElevenLabs. "TELUS Digital understands that. They bring the operational depth and engineering expertise to take ElevenAgents from a deployment into something customers actually experience."

Ashish Uchil, Head of Business Development and Partnerships at ElevenLabs

Will Mayo, Senior Vice President of Commercial at TELUS Digital, emphasized the strategic importance of voice as a communication channel. "Voice is how people most naturally communicate, and it is fast becoming a primary way they connect with brands and customer care teams," he stated. "Voice AI can get customers the answers they need in the moment, without wait time or being passed between agents. That frees up our frontline teams to spend their time on the conversations that need them most".

Will Mayo, Senior Vice President of Commercial at TELUS Digital

What Does This Partnership Mean for the Future of Customer Service?

The partnership signals a broader shift in how enterprises approach customer experience. Rather than viewing AI and human agents as competitors, organizations are increasingly recognizing them as complementary. AI handles volume and consistency; humans handle nuance and relationship-building. TELUS Digital and ElevenLabs will go to market together to bring ElevenAgents into live customer service for enterprise clients across multiple industries with high-volume customer engagement needs.

The partnership also highlights the importance of implementation expertise. Having cutting-edge AI technology is one thing; deploying it reliably in production environments with real customers is another. TELUS Digital's role extends beyond go-live, with ongoing managed services and operational support to keep voice AI running smoothly and to scale it as client needs evolve. This operational focus may become a competitive advantage as more enterprises recognize that successful AI deployment requires more than just software.

"Our team members are the heart of customer care at TELUS, and they're who customers turn to for the complex and sensitive issues where human judgment and empathy matter most," said Jelena Bajic, Global Vice President of Global Operations Excellence at TELUS Communications. "When customers sign up for home internet, those first moments matter. We wanted to welcome every new customer proactively, before they hit a problem, with personalized onboarding that gets them set up for success. With ElevenLabs, we can deliver that personalized first experience at scale."

Jelena Bajic, Global Vice President of Global Operations Excellence at TELUS Communications

The timing of this partnership reflects broader momentum in enterprise AI adoption. As organizations seek to improve customer experience while managing operational costs, voice AI offers a practical solution that doesn't require replacing human teams but rather augmenting their capabilities. The early results from TELUS Communications suggest that when implemented thoughtfully, with transparency and human oversight, voice AI can meaningfully improve both customer satisfaction and business outcomes.