Questions for now - Compelling perspectives on digital CX
Jul 30, 2026 · 15 min · 12 segments
On this episode, we ask why the knowledge top contact center agents have often never reaches contact center AI systems — and what it takes to build a feedback loop that captures it. The most valuable…
Derek BrameyerGuest
Robert ZirkHost
The knowledge that would make an agent's job easier and a customer's call better is usually already sitting in call transcripts and in the instincts of top agents.
So today on Questions For Now, I'm joined by Derek Breimyer, Vice President of Engineering for CX AI at Telus Digital, as we ask, why doesn't your contact center AI know what your best agents know? [upbeat music] Welcome to Questions For Now, a podcast from Telus Digital, where we ask today's big questions in digital customer experience.
In the contact center, agent-facing AI is supposed to make every agent better at the job.
When it doesn't work, it could be because the tacit knowledge top agents build on the floor, things like workarounds and phrasing that lands, never makes it into the knowledge base or AI assist tool in the first place.
The best agents know what to say when a call gets complicated, how to deescalate toward a resolution, and how to approach an upsell opportunity.
The knowledge that would make an agent's job easier and a customer's call better is usually already sitting in call transcripts and in the instincts of top agents.
So today on Questions For Now, I'm joined by Derek Breimyer, Vice President of Engineering for CX AI at Telus Digital, as we ask, why doesn't your contact center AI know what your best agents know? [upbeat music] Welcome to Questions For Now, a podcast from Telus Digital, where we ask today's big questions in digital customer experience.
In the contact center, agent-facing AI is supposed to make every agent better at the job.
When it doesn't work, it could be because the tacit knowledge top agents build on the floor, things like workarounds and phrasing that lands, never makes it into the knowledge base or AI assist tool in the first place.
The best agents know what to say when a call gets complicated, how to deescalate toward a resolution, and how to approach an upsell opportunity.
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