Customer Experience, Service & Success

TELUS International launches Experts Engine

New experts-on-demand sourcing capability algorithmically matches human expertise to a wide range of data creation, collection, annotation and validation tasks for GenAI

TELUS International (NYSE and TSX: TIXT), a leading digital customer experience innovator that designs, builds and delivers next-generation solutions, including artificial intelligence (AI) and content moderation, today announced the launch of Experts Engine, a fully-managed, tech-enabled experts-on-demand sourcing solution for generative AI (GenAI) model builders. Experts Engine programmatically matches human expertise to GenAI tasks such as data creation, collection, annotation and validation to more quickly, accurately and cost-effectively generate high-quality training datasets at scale for the most demanding foundation models, including large language models (LLMs).

Experts Engine is part of TELUS International’s end-to-end AI Data Platform that also includes task execution platforms and project and people management tools. The foundation of Experts Engine is a proprietary machine learning (ML) model that thoroughly profiles the domain expertise and proficiency, education level and availability of the more than one million contributors in the company’s diverse global AI Community, as well as the subject matter, complexity and sensitivity of GenAI tasks and task types. Depending on customized project requirements, the model algorithmically matches the tasks to be performed to the best qualified individuals and assigns the correct quality control workflows. For large-scale data projects, this eliminates the over-allocation of expertise to more common tasks by ensuring the right contributors are working on the right tasks at all given times.

“GenAI is continuously enriched today with evolving training data using new sources, human-tuned datasets, model evaluation and reinforcement learning techniques. This training data is paramount in defining the quality, alignment and safety of models, which is why we have enhanced our homegrown AI Data Platform with Experts Engine to address more complex and customized dataset requirements,” said Siddharth Mall, Vice president, Product for TELUS International AI Data Solutions. “As an innovator and leading global provider, we have always provided our clients with differentiated, value-added data solutions that are cost-efficient and procured responsibly. With today’s launch of Experts Engine, we are taking another significant step forward in our ability to solve key challenges that clients often struggle with when fine-tuning their models at scale by seamlessly combining automation for speed and efficiency and human perspective for quality and reliability. This ultimately mitigates bias and guides models toward safe and inclusive content for use cases spanning all applications and industries.”

Experts Engine: a sophisticated solution supercharged by human evaluation

TELUS International’s diverse global AI Community of contributors is at the heart of its Experts Engine solution architecture, and ability to handle all data types across 500+ languages and dialects. With wide-ranging fields of expertise across all topics and task types, these individuals represent a broad range of demographics, geographies, education levels and cultural backgrounds in order to meet the most stringent requirements for GenAI model alignment and safety, such as prompt engineering, supervised fine-tuning (SFT), reinforcement learning from human feedback (RLHF) implementation, and other human-in-the-loop processes.

The company’s pool of experts has been purpose built to handle large volumes and numerous task types efficiently, and to be agile, offering a variety of workforce models, including community, in-facility and hybrid on-demand. TELUS International actively engages, manages and monitors members of its AI Community to ensure they are always-ready to take on new tasks, investing in up-skilling and learning and development programs for many contributors.

TELUS International is a global industry leader

TELUS International was recently named a Leader in the IDC MarketScape: Worldwide Data Labeling Software 2023 Vendor Assessment that evaluated vendors offering data labeling software technologies and capabilities.

With over 18 years of industry experience, TELUS International AI Data Solutions provides a best-in-class end-to-end solution for high-quality AI training data creation, collection, annotation and validation. Partner with our AI Data Solutions experts to customize the exact project to advance your ML needs. Let’s connect.

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