TELUS International's GenAI Accelerator in the Innovation Consulting Services Landscape; Q1 2024 Report
Vancouver, British Columbia, May 2, 2024–(BUSINESS WIRE)–As many companies consider first-quarter results, leaders are specifically looking to improve customer experience (CX) through generative AI (GenAI) technology while balancing the need for profit margins. We focus on innovative ways to improve. their investment. Insights from research by Everest Group, supported by TELUS International (NYSE and TSX: TIXT), reveal several trends across the industry. Almost half (47%) of CX leaders surveyed in the banking, financial services, and insurance (BFSI), telco, and media, healthcare, retail, and travel industries believe that non-voice customer support channels will be available in the future 6 It says it will be a major area of deployment for GenAI in ~12 months.
However, many companies are hesitant to move their GenAI applications from pilot to production. Data security and privacy, exposure risk, and regulatory compliance are top concerns, along with accuracy, fairness, and bias. Each of these challenges carries ethical, legal, and reputational risks. To alleviate these issues, a significant 76% are considering outsourcing their GenAI development to specialized third-party companies.
“Enterprises face a trust gap around generative AI, which is why so many projects get stuck in the pilot stage and never move into production,” said Tobias Dengel, President of WillowTree, TELUS International Company. ” states. “At WillowTree, we are making great strides by customizing AI governance frameworks, introducing tools that address AI safety and security concerns, and helping you rapidly build generative AI-enabled applications that deliver immediate value. With our expertise in the latest AI technologies to help companies overcome the trust gap, our clients address core use case requirements as GenAI programs are rolled out to users. By taking this approach, we are deploying both internal and public-facing generative AI solutions at scale, while also meeting the critical needs of enterprises around performance, reliability, and safety.”
WillowTree has been recognized as a provider to watch in Forrester's Innovation Consulting Services Landscape for Q1 2024. The company's GenAI Jumpstart Accelerator, part of the recently released Fuel iX beta program, supports scalable AI deployments and enables seamless integration across enterprise systems. WillowTree utilizes a human-centered, systematic approach to assess and prioritize his AI-specific risks and translate them into user and technical requirements that influence product roadmaps and architectures. . This framework is based on trusted AI properties from the National Institute of Standards and Technology (NIST) and helps teams work with greater confidence and awareness of the situations and individuals affected by technology. has been operationalized.
Companies across sectors, especially those in highly regulated industries, are recognizing the value of this approach to GenAI. A major U.S. consumer financial services company recently leveraged WillowTree's expertise to establish an AI Center of Excellence. Deliverables include a modular architecture with interchangeable components and a large language model (LLM) sandbox and a “starter kit” to support AI ideation, innovation, and experimentation, as well as model tuning and security testing. , includes a secure implementation methodology covering UX design. This dedicated hub was developed by engaging different teams across the business to ensure that the resulting guidelines and tools reflected the diverse needs and perspectives of teams and fostered deeper understanding and engagement.
“For many buyers of AI technology, the solution is a ‘black box,’ a place where decisions are made out of sight,” Dengel said. “This means buyers really need to trust the solution builder. Choosing a partner with technical expertise is important, but given how complex the environment we operate in, To truly succeed as a market frontrunner, you need to combine that expertise with a commitment to responsible implementation if you want to do this on a sustainable basis. there is.”
About WillowTree, a TELUS International Company
WillowTree, a TELUS International Company, is a digital experience consultancy that partners with the world's most customer-centric brands to tackle their toughest challenges. The company designs and builds mobile apps and websites, launches personalized and automated marketing campaigns, and deploys the latest in generative AI and machine learning. WillowTree has a small team focused on ROI and minimizing the time it takes to go from idea to code, concept to campaign. Founded in 2008, WillowTree has a team of over 1,000 strategists, designers, engineers, and data scientists worldwide. For more information about WillowTree, a TELUS International Company and its suite of services, please visit www.willowtreeapps.com.
About TELUS International
TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions that improve customer experience (CX) for global and disruptive brands. The company's services support the entire lifecycle of clients' digital transformation efforts, enabling them to deploy next-generation digital technologies faster and achieve better business outcomes. TELUS International's integrated solutions include digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation, end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and content moderation. It also extends to reliability and safety solutions. TELUS International partners with brands across high-growth industries, including technology and gaming, communications and media, e-commerce and fintech, healthcare, travel and hospitality, and more to power companies at every stage of their growth. Masu.
TELUS International's unique caring culture promotes diversity and inclusion through its policies, team member resource groups and workshops, and equal opportunity hiring practices throughout the regions in which it operates. The company has positively impacted the lives of more than 150,000 people around the world and is a member of five TELUS International Community Boards that have provided $5.6 million in funding to large-scale volunteer events and grassroots charities. Through our meetings, we build stronger communities and support those in need. From 2015. For more information, please visit www.telusinternational.com.
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