TELUS Digital Fuel iX: Making Voice AI Work in the Real World, Podcast

In this episode of Technology Reseller News , Publisher Doug Green interviews Bret Kinsella, SVP and GM of Fuel iX, TELUS Digital’s GenAI platform. Kinsella explains how TELUS Digital has become a global powerhouse—running large-scale contact centers, building mobile and web apps, powering one of the world’s largest AI data-labeling operations, and now delivering generative AI to more than 50,000 TELUS employees and customers. Kinsella highlights a major shift: “AI is actually working—78% of companies have already woven conversational AI into their operations.” He notes that voice AI has rapidly matured, thanks to integrated generative platforms that combine speech-to-text, text-to-speech and reasoning in a single stack, producing far more natural and accurate interactions. TELUS uses these capabilities internally to help retail associates respond instantly to fast-changing device and rate-plan information. Challenges remain—especially noisy environments, complex data that’s better shown than spoken, and a lack of interoperability between standards. Kinsella points to frameworks like vCon as the path toward portability and consistency. He stresses that deploying voice AI safely requires security, safety and compliance guardrails, supported by TELUS Digital’s Fortify platform, which stress-tests AI systems at scale. And while AI automates mundane tasks, its real purpose is to elevate human performance: “These tools help employees do their jobs better. Once people start using them, they don’t want them taken away.” As AI adoption accelerates, TELUS Digital’s Fuel iX is built to give organizations trusted, scalable GenAI that improves experiences for customers and employees. Learn more at telusdigital.com and fuelix.ai .