The company’s platform, dubbed iX Hero™, targets critical pain points across both customer and advisor experiences. It leverages Concentrix’s extensive experience handling billions of annual customer interactions to create a system that reduces response times, improves accuracy, and enhances personalization. By consolidating data from up to ten disparate applications into a unified interface, iX Hero alleviates the cognitive load on human agents while providing real-time coaching and sentiment analysis. Thus, the AI-powered customer experience solution addresses key industry challenges like inconsistent service quality and excessive after-call work. The solution’s ability to automatically transcribe conversations, surface knowledge base answers, and deliver performance insights demonstrates a comprehensive approach to augmenting human agents.
Image Credit: Concentrix
