Artificial intelligence (AI) is reshaping industries globally, and TELUS Digital is at the forefront of this transformation. With a $1M investment over three years, TELUS Digital—a leading global technology firm known for delivering exceptional customer experiences (CX)—has launched the TELUS Digital Research Hub in partnership with the University of São Paulo (USP). This cutting-edge research hub is set to redefine the future of AI-powered CX solutions, bridging the gap between academia and industry.
A New Era of Collaborative AI Research at USP
Officially launching on March 18, 2025, at USP’s Center for Artificial Intelligence and Machine Learning (CIAAM), the TELUS Digital Research Hub has a singular mission—to drive bold advancements in AI-fueled customer experience applications, software, and solutions.
By establishing this hub, TELUS Digital joins an elite group of global innovators, such as Motorola, IBM, and Itaú, who are contributing to Brazil’s growing reputation as a powerhouse in AI research. Its vision? To become a catalyst for AI innovation, foster ethical design principles, and strengthen enterprise-grade CX technologies, such as TELUS Digital’s proprietary generative AI platform, Fuel iX™.
Gagan Tandon, TELUS Digital’s Managing Director, AI & Data, highlights the impact of this partnership, stating, “This initiative will bring together the brightest minds in tech and academia to create scalable, human-centered solutions that redefine customer experience.”
At its core, the hub’s collaboration with USP ensures its research agenda is steered by diverse global perspectives, helping accelerate AI innovation while addressing ethical challenges such as bias and security.
Core Objectives and Research Focus
The TELUS Digital Research Hub is designed as more than just a facility—it’s a global platform for groundbreaking research and education aimed at making AI more effective, efficient, and ethical. Here’s what the focus entails:
1. Advancing Customer Experience Solutions
The hub aligns with TELUS Digital’s core mission to enhance CX strategies with advanced AI technologies, ensuring seamless, secure, and scalable customer interactions. This includes further development of Fuel iX™, which uses generative AI to transform digital experiences for global enterprises.
2. Driving Responsible AI Development
Aligned with TELUS Digital’s “Humanity-in-the-Loop” principles, the hub emphasizes ethical, human-centered AI design. The goal is to ensure AI solutions are not just innovative but also socially responsible and respectful of diverse user needs.
3. Bridging Academia and Industry
To position AI research in real-world business contexts, the hub invites active participation from both academic experts and industry leaders. The result is a fertile ground for actionable innovation, not just theoretical advancements.
These objectives are coordinated by a newly formed Steering Committee that brings together influential leaders from TELUS Digital and esteemed USP faculty. Members include Professor Renato Vicente, Director of the TELUS Digital Research Hub, and Bret Kinsella, General Manager of Fuel iX™.
Empowering the Next Generation of AI Researchers
One of the hub’s standout highlights is its commitment to cultivating new talent. TELUS Digital recognizes that the foundation of AI innovation relies on educating and empowering the next wave of thinkers. Its three-tiered program opens doors for students, early-career researchers, and international experts alike:
- Undergraduate Research Grants
Yearly grants support eight undergraduate students in hands-on AI-focused projects guided by both industry and academia. Topics include advanced systems, AI security, and machine learning.
- Postdoctoral Fellowships
Postdoctoral researchers gain access to funding and opportunities for independent, high-impact projects. Fellows are guided by TELUS Digital leaders and the USP faculty team.
- Visiting Scholar Program
To encourage cross-border collaboration, renowned AI scientists and experts are invited to mentor USP students and contribute valuable global perspectives.
Why São Paulo?
São Paulo stands out as a hub for innovation, making it a natural choice for TELUS Digital’s expanding footprint. Brazil leads Latin America in AI investments, while USP accounts for a significant share of the country’s advancements in artificial intelligence research. TELUS Digital’s commitment deepens its roots in São Paulo’s thriving AI ecosystem, complementing prior investments like its acquisition of Poatek in 2021 and the establishment of digitization campuses in India and Guatemala.
According to Fabio Cozman, Director of CIAAM at USP, “The presence of TELUS Digital will enhance research initiatives and offer an unparalleled atmosphere of innovation for students.”
The Future of AI-Fueled Customer Experience
As AI capabilities expand, its role in shaping customer experience will only continue to grow. From world-leading chatbots to personalized enterprise platforms, the innovations developed at the TELUS Digital Research Hub aim to revolutionize how businesses interact with their customers worldwide.
Fostering partnerships like this is more than just an investment in technology; it’s an investment in people, talent, and the future of global enterprise.
Your Next Steps
Does your organization want to stay ahead in AI-fueled CX innovation? Partner with FirstIgnite to drive R&D collaboration that aligns with your goals. Together, we can help you connect with researchers, institutions, and breakthrough technologies to make an impact.
