Mitch Lieberman

Vice President of Product for Fuel iX at TELUS Digital, focused on generative AI products for customer experience, including Fuel iX Agent Trainer for AI-powered contact center onboarding and coaching simulations.

TELUS Digital Cuts Contact-Center Onboarding Time 20% With AI Voice Simulations

TELUS Digital’s vice president of product, Mitch Lieberman, presents the company’s Agent Trainer as a response to a high-volume contact-center onboarding problem: 70,000 associates, 20,000 to 30,000 hires a year, and industry churn of 30% to 50%. Built on ElevenAgents, the voice and chat simulation platform is intended to get new agents ready for customer interactions faster, with TELUS Digital reporting a 20% reduction in time to proficiency, more than 50,000 completed simulations, and early signs of lower churn.

ElevenLabsJun 8, 20265 min read