TELUS Digital launches Agent Trainer by Fuel iX with ElevenLabs Conversational AI

Fuel iX is a provider of enterprise AI copilots. With Agent Trainer, they’re transforming how call centers onboard and upskill agents — cutting training time significantly. Powered by ElevenLabs’ Conversational AI, Agent Trainer delivers realistic, scalable simulations that prepare agents for complex customer interactions.

Slow onboarding, high turnover

Contact centers face systemic training challenges: ramp-up takes weeks, and attrition rates often reach 30–45%. Traditional methods — like classroom sessions, shadowing, and occasional roleplay — don’t scale, and they fail to reflect the range of real-world scenarios agents encounter.

This lack of realism and consistency results in agents entering live environments underprepared — leading to low confidence, frequent escalations, and poor customer experiences. When agents don’t feel equipped to succeed, engagement drops and turnover accelerates, creating a feedback loop that strains operations and erodes service quality over time.

AI-driven voice and chat simulations

Agent Trainer addresses these gaps head-on. It generates dynamic, lifelike simulations across voice and chat, enabling agents to practice everything from simple inquiries to complex complaints in a safe, repeatable environment.

At the core is ElevenLabs’ Conversational AI — natural, low-latency voice interactions that sound and behave like real customers. These simulations adapt in real time, and support multilingual scenarios, helping agents build both skill and confidence faster.

Key benefits for training teams

• 50% faster ramp times: Lifelike practice accelerates learning and builds confidence earlier in the process.
• Higher quality, more consistent agents: Repetition across realistic scenarios ensures agents are well-prepared.
• Scalable training: Train unlimited agents simultaneously — no more bottlenecks from 1:1 roleplay.
• Actionable insights: Managers receive detailed performance reports to identify and address skill gaps.
• Immersive realism: Natural voice interaction makes simulations feel authentic, bridging the gap between training and live calls.

What ElevenLabs powers

Agent Trainer relies on our platform for:

• Lifelike voice simulation: ElevenLabs Text to Speech produces emotionally expressive, highly natural speech — including regional accents and dialects.
• Dynamic conversation flow: Our low-latency Conversational AI enables real-time responsiveness across voice and chat.
• Multilingual support: Train agents to serve global customers with localized voice AI.
• Robust APIs: Our developer tools make it easy to build and customize immersive training experiences.

The future of employee training

This partnership goes beyond faster onboarding—it improves customer experience, increases agent retention, and boosts operational efficiency. With AI managing consistent, scalable practice, human trainers can focus on coaching and performance development.

Agent Trainer shows what’s possible when voice AI meets enterprise training: a better-prepared workforce, lower costs, and a stronger customer experience.