Fuel iX CX

Fuel your customer experience agility

Exceptional customer service and operational efficiency can coexist. Our GenAI-native solution addresses key customer experience (CX) bottlenecks and shortcomings that constrain self-service, slow resolution time, and undermine customer satisfaction, delight and trust.

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Three powerful ways that Fuel iX CX transforms your business

Customer experience enhancement

Improve CSAT scores dramatically
Personalize experiences based on customer context and preferences
Deliver consistent, high-quality service across all channels and languages

Operational excellence

Boost operational efficiency, leading to significant cost reduction
Gain actionable insights from every customer interaction
Reduce training time and mitigate the impact of employee turnover

Employee empowerment

Equip front-line teams for faster, more accurate support
Enable teams to create and customize their own tools with Copilots
Reduce cognitive load and stress, unlocking higher job satisfaction and performance

Built to address the needs of CX leaders

Fuel iX CX addresses the specific challenges and goals of customer experience and support leaders.

Chief Customer Officers

With Fuel iX CX’s advanced AI capabilities and customizable tools, the CCO can drive customer-centric initiatives that build loyalty and improve satisfaction. The platform’s analytics and insights dashboard provides valuable data, enabling strategic decision-making that aligns with evolving customer expectations.

Customer Support VPs

Fuel iX CX offers scalable AI solutions that enhance operational efficiency, including real-time multilingual support and automated assistance. By reducing average handle times and enabling agents to resolve issues more effectively, Fuel iX CX helps the VP of Customer Support achieve higher service standards at a lower cost, even as the company expands into new markets.

IT Directors

With its enterprise-grade security and compliance features, Fuel iX CX offers the IT Director peace of mind in handling sensitive customer data. The low-code/no-code customization options minimize reliance on development resources, and the platform’s flexible architecture ensures smooth integration with current technology stacks, meeting both operational and regulatory demands.

Best-in-class capabilities, one CX solution

Copilots

Fuel iX CX Copilots enable non-technical users to create customized knowledge bases, summarization, and QA tools in minutes. No one needs to wait for a product team, developers, or business analysts before they can start capturing value. Benefits are available in minutes.

Customer Simulator

Accelerate agent training through configurable role-play simulations, offering a safe practice environment while enabling managers to conduct quality assurance and performance reviews.

With instant feedback and effortless LMS integration, this capability boosts agent confidence, enhances service consistency, and provides insights for ongoing performance management.

Tools to power CX excellence

Advanced assistance for customer service teams

Real-time knowledge retrieval and AI recommendations
Automated conversation summarization and interaction disposition
Typing assistance and response generation

Low-code/no-code platform

Empowers users to create and customize applications without extensive coding knowledge
Facilitates rapid deployment and iteration of CX solutions

Translation

Live chat translation for global customer service
Enables service professionals to interact in customers’ preferred languages

Chat summarization

Reduce average handle time (AHT) by effectively summarizing chat transcripts in real-time with generative AI
Enhance quality assurance (QA) processes by providing concise, AI-generated summaries for faster review and scoring of customer interactions, leading to more efficient QA workflows and increased coverage of chat sessions

GenAI-assisted customer support

Interact with knowledge base using RAG technology
Access FAQs, web pages, and documents conversationally
Customize AI interactions with configurable LLM support

Analytics and insights

Understand customer behavior and satisfaction by reviewing common queries, intent maps, sentiment, and transcripts
Advanced analytics dashboard for data-driven decision making

Privacy-by-Design Certified

TELUS and Fuel iX, awarded the first global certification for GenAI Privacy by Design, ISO 31700-1

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Built for business

Fuel iX CX provides all the tools you’ve come to expect from a GenAI assistant, but built with the enhanced flexibility, control, and trust that the Fuel Core provides to enterprises.

Flexibility

Access an extensive library of LLM models from various top-tier providers
Use model keys provided by Fuel CX or your own keys for additional inference control
Adjust model settings for maximum productivity and safety

Control

Monitor model usage, set restrictions, and manage user permissions
Modify AI model access, including custom or open-source models
Interact in English or French (Canadian)

Trust

Choose different privacy options to keep your data secure
Utilize private, encrypted chat histories
Elect options for AI inference and data storage that does not leave Canadian borders