AND ANSWERS GRADED A PLUS
◉ What is the expected outcome for clients using TELUS Digital's
services?
Answer: Enhanced performance and reduced operational costs in
their contact centers.
◉ What is the first stage of the customer journey?
Answer: Acquisition, where the customer finds the brand through a
targeted digital experience.
◉ What technology does TELUS Digital use for customer
acquisition?
Answer: Digital Solutions, including experience design, mobile app,
and personalization engine.
◉ What happens during the self-service stage?
Answer: The customer interacts with an AI agent, using Google
Dialogflow CX for intent recognition.
◉ What is the role of Five9 in the assisted service stage?