Concentrix has launched iX Hero, an innovative AI-driven platform designed to elevate customer service operations by seamlessly integrating human advisors with cutting-edge technology. Key features include conversation transcription, instant knowledge access, noise cancellation, speech harmonization, and real-time transaction summaries, all aimed at boosting advisor performance, expediting onboarding processes, and streamlining client interactions. During an event at the Concentrix Tera Office, the company introduced Harmony, a speech-adjustment tool that enhances language proficiency for job applicants, helping them improve pronunciation. Pilot results revealed significant improvements, including a 20% increase in operational efficiency, a 22% reduction in call handling times, a 13.5% rise in customer satisfaction, and a 30% boost in communication clarity. Ryan Peterson, the chief product officer of Concentrix, emphasizes the goal of blending human creativity with AI to enhance employee experiences and drive client growth. This strategic integration positions Concentrix as a leader in the BPO industry.
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