TELUS Digital's Fuel iX™ Makes AI Accessible to Every Team Member
Fuel iX platform enables 70,000 TELUS team members to use AI to work smarter, serve customers better, and drive innovation without needing to code
TELUS Digital, the global technology division of TELUS Corporation (TSX:T, NYSE:TU) specializing in digital customer experiences (CX) and future-focused digital transformations, has expanded the reach of its generative AI platform, Fuel iXTM, making it easy for 70,000 TELUS team members to use AI in their daily work. Fuel iX helps them save time, make smarter decisions, and deliver better service to customers by putting powerful AI tools directly in their hands, with no technical expertise required.
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"The operational proximity between TELUS and TELUS Digital has meant that we have our own world-class, end-to-end AI and digital transformation, and design partner in-house, which has enabled us to very quickly realize the benefits of generative AI within our business," said Hesham Fahmy, Chief Information Officer, TELUS. "Fuel iX provides our global TELUS team with the opportunity to explore, test and innovate with AI in a safe sandbox where they can build their own customized AI solutions, confident that the risk of privacy leaks or breaches is managed. Putting this cutting-edge technology directly into our team members' hands has created a groundswell of ideas across our entire organization, resulting in the creation of over 21,000 Fuel iX Copilots to date that are ultimately helping us put our customers first in everything we do."
Fuel iX serves as a cornerstone of TELUS' enterprise-wide AI strategy. It is a model-neutral environment, giving developers and non-technical employees access to more than 50 of the latest large language models (LLMs) and other AI capabilities from multiple AI and cloud providers. Fuel iX Copilots offers an intuitive, no-code user experience with guided workflows that enable non-technical users to easily customize AI copilots for specific tasks. The Fuel iX platform and suite of products are part of TELUS Digital's end-to-end AI and digital transformation solutions and services spanning agentic automation, model fine-tuning, multimodal data collection and annotation, validation and enterprise deployments, helping global brands operationalize AI responsibly, securely and at scale.
"I built my own Chief of Staff Copilot on Fuel iX to help me plan my day, organize projects and document complex business processes so they can be automated and improved," said Alex who works on process improvements at TELUS. "Now I'm developing a framework that standardizes how we capture AI-based business processes so the technology can understand and execute them reliably. It's about creating a real bridge between human ingenuity and AI execution, which turns innovation into measurable business value."
A recent MIT Media Lab study on enterprise AI adoption found that only 20% of enterprise-grade systems reached pilot stage and just five percent reached production, stating that most fail due to rigid workflows, limited learning, and weak alignment with day-to-day operations. Stephanie, a senior product manager at TELUS, shared, "What I love about Fuel iX is how it fits naturally into how we already work. I didn't have to reinvent my workflow to integrate AI."
Alignment with existing workflows is essential and is one of the reasons TELUS has successfully moved from experimentation to operational, repeatable AI-driven value for individual work and enterprise-wide initiatives to reduce its costs while maintaining service quality. This includes leveraging Fuel iX's secure AI engine to enhance TELUS Expert Messaging, its asynchronous customer support chat, and Fuel iX Agent Trainer to simulate customer interactions for team member training modules, leading to faster, more effective customer support.
"TELUS was an early adopter of both machine learning and generative AI. Company leadership also embraced AI democratization and set a goal for everyone across the TELUS organization to benefit from AI solutions, regardless of their technical skills," said Bret Kinsella, GM of Fuel iX, TELUS Digital. "That principle, along with a focus on ease of deployment, ease of use, and access to a multi-vendor catalog of AI technologies, led to broad adoption, fast innovation cycles and strong ROI. Fuel iX and TELUS Digital's AI services now enable our customers to benefit from those hard-won experiences and scalable solutions that we employ ourselves every day."
Today, Fuel iX's enterprise AI platform connects companies to an extensive library of LLM models, and security-first, turnkey and custom GenAI applications, including:
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Fuel iX Copilots enables employees to quickly customize AI-powered copilots tailored to specific tasks and processes for themselves and their teams.
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Fuel iX Fortify empowers organizations to proactively uncover hidden GenAI application risks, serving as an early warning system that enables automated testing and regular monitoring of AI safety and security vulnerabilities.
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Fuel iX Agent Trainer accelerates and deepens customer service agent skill development and evaluation through AI-powered simulations that mimic real-world customer calls.
- Fuel iX Agent Assist provides real-time knowledge retrieval during customer interactions, helping teams deliver faster, more accurate service and drive higher customer satisfaction.
TELUS Digital is accelerating the shift from experimentation to enterprise-scale AI deployment through its Fuel iX platform, providing a secure, scalable foundation to operationalize innovation and deliver measurable business value in AI for enterprises. Learn more about Fuel iX's enterprise-grade AI solutions at fuelix.ai.
For more on TELUS Digital's end-to-end AI and digital transformation capabilities, visit telusdigital.com
View related press release: TELUS Digital Launches Fuel iX™ Fortify for Automated Red-Teaming
About TELUS Digital
TELUS Digital, a wholly-owned subsidiary of TELUS Corporation (TSX:T, NYSE:TU), crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that deliver value for our clients. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients' products and services, and technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of end-to-end, integrated capabilities include customer experience management, digital solutions, such as cloud solutions, AI-fueled automation, front-end digital design and consulting services, AI & data solutions, including computer vision, and trust, safety and security services. Fuel iXTM is TELUS Digital's proprietary platform and suite of products for clients to manage, monitor, and maintain generative AI across the enterprise, offering both standardized AI capabilities and custom application development tools for creating tailored enterprise solutions.
Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to serve customers and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-Loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com
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