Telus AI Monthly Insights

June 2026 Insights

TELUS Digital (formerly Telus International) made major headlines in June 2026 by announcing a massive partnership with ElevenLabs. TELUS is moving aggressively into voice and conversational AI, deploying “ElevenAgents” directly into enterprise customer relationship management (CRM) platforms. They also showcased their new Fuel iX AI-powered solutions at the Customer Contact Week (CCW) in Las Vegas in late June.

The “Enterprise E-E-A-T” Benchmark

→The core task: Transitioning beyond basic search rating, the new focus involves rigorous enterprise-grade AI delivery.
→Agent Assist & Validation: Raters are effectively evaluating systems like Fuel iX Agent Assist, grading how well the AI surfaces recommendations and next-best-action guidance during live customer interactions.
→The Feedback Loop: Integrating evaluations directly into a Transactional Net Promoter Score (TNPS) feedback loop, connecting real-time customer sentiment directly to model tuning.

The Network & Quality Gatekeeper

→Strict Evaluation Models: Getting onto premium projects requires navigating a “cultural fit evaluation model” to assess capability and alignment.
→The Bureaucracy Standard: TELUS operates at a massive scale—running customer operations itself and employing over 900 AI engineers. It is highly structured, and raters must adhere to rigid organizational policies.
→Security Telemetry: As always with TELUS, strict telemetry ensures raters do not use unauthorized network masking or share accounts.

Pay & Flexibility

→Base Rate: Still highly rigid and heavily tied to local state/country minimum wage laws, generally hovering between $14.00–$16.00/hr in the US.
→The AET Meta: Time tracking remains tethered to the Average Estimated Time (AET) assigned to tasks.
→Corporate Payouts: TELUS operates on standard, highly reliable corporate payroll processing systems.

Growing Niche

→Conversational AI Governance: Because TELUS Digital will lead the integration and governance of ElevenLabs' voice AI into platforms like Salesforce and Zendesk, there is a massive internal push for raters who understand the nuances of voice-based customer service simulations.