MANILA, PHILIPPINES – Concentrix PH has officially launched a new AI tool called iX HeroTM, designed to enhance customer service and create additional job opportunities. The tool is part of the company’s Intelligence Experience (IX) product suite and is designed to help customer service advisors work faster and smarter.
How iX HeroTM Will Help Improve CX
iX Hero is the culmination of decades of Concentrix expertise in AI and automation, built on insights and fine-tuned from millions of interactions.
—Ryan Peterson, Concentrix’s chief product officer
The AI tool works alongside human advisors, consolidating information from various programs into one simple interface. It provides real-time insights about customer feelings and advisor performance, quickly finds answers during calls or chats, and can transcribe and summarize conversations. This makes it easier for advisors to handle customer issues more efficiently and accurately.
In addition, its features support better communication and greater job inclusivity, helping individuals with borderline language skills during hiring and on the job.
- It helps improve speech clarity during interviews and customer calls, adjusting pronunciation to make it clearer and more natural.
- It reduces background noise to make conversations easier to hear.
iX HeroTM’s Performance Showcases Its Value
Early adoption of the AI tool resulted in a 13% increase in customer satisfaction, a 22% decrease in average call handling time, and a 30% improvement in communication quality.
Clients who underwent pilot implementation have also achieved significant results. For example, a leading consumer electronics company improved its sales conversion rate from 2% to 7%, increasing its monthly revenue by 250%.
Another client, Razor, praised iX HeroTM, saying, “Using iX Hero, Razor has been able to get valuable insights from our customer interactions, driving better overall efficiencies for our business while improving our customer experience. Concentrix has transformed every advisor into a hero for our brand.”
Such results enable Concentrix PH to achieve its goal of utilizing AI to help customer service teams get things done faster, communicate better, and deliver happier customer experiences, while at the same time opening more job opportunities for Filipinos.
