Edited Press Release
Concentrix Corporation, a global technology and services leader and the Philippines’ largest private employer, on July 29 announced the newest release of iX Hero: the company’s agentic AI-powered application that works together with a human in the loop to supercharge the way customer experience is delivered.
iX Hero supercharges advisor performance through multiple AI-driven features: from automatic conversation transcription and knowledge apps that find and surface ready-to-use answers to customer questions, to noise cancellation that cuts out distracting background noise and speech harmonization that helps every word during a conversation shine through, all the way to generating transaction summaries and insights that offer coaching tips for improvement—all in one place, all in real-time. It’s akin to giving the advisors superpowers that lead to faster onboarding, better performance, and smarter conversations, so they can focus on what matters most: the customers.
“iX Hero is the culmination of decades of Concentrix expertise in AI and automation, built on insights and fine-tuned from millions of interactions,” said Concentrix Chief Product Officer Ryan Peterson. “As a company that supports over 2,000 of the world’s leading brands, we know what it takes for AI to complement human ingenuity because we’ve developed the products that have achieved concrete outcomes and growth for our people, clients and business.”
Enabling job access and inclusivity
iX Hero’s impact to the workforce journey starts at the very beginning—helping job applicants get hired. One of iX Hero’s features called Harmony, fine-tunes speech patterns for clearer pronunciation, making sure every word lands perfectly while keeping voices natural and authentic, and has been piloted in the language assessment part of Recruiting in Concentrix Philippines. In the integrated business solutions industry where clear communication is essential, language skills tests are the first part of the recruiting process.
Joining the launch of iX Hero in the Philippines were Concentrix Chief Product Officer Ryan Peterson; Global Vice President, Product Management, Craig Cotton; and Vice President, Product and Domain Leader, Ratna Puri, together with Concentrix Philippines Executive Vice President and Chief Business Officer Amit Jagga, as well as Vice President for Transformation and Delivery Shared Services Larah Sta. Maria. The Department of Information and Communications Technology (DICT) represented by Assistant Secretary Migui Planas was also present for the event, which included a demo of the application and other AI-driven products in the Concentrix Intelligent Experience (iX) suite.
During its pilot in the country prior to the launch, iX Hero’s Harmony enabled applicants’ speech to be clear and easy to understand while retaining their authentic voice, enabling passing scores for those who would otherwise not be able to move on to the next stages of the recruiting process due to language proficiency challenges on speech. As iX Hero is also deployed in the advisor workspace once they are hired, the real-time support continues, leading to superior performance and resulting in game-changing customer experiences.
“Having the Harmony feature in iX Hero is a perfect example of how AI helps provide access to employment and greater job inclusivity for many Filipinos, in addition to upskilling. More than just a tech product launch, iX Hero represents our commitment to harnessing AI for good and keeping humans at the heart of digital transformation,” said Concentrix Philippines EVP and Chief Business Officer Amit Jagga.
According to DICT Assistant Secretary Planas, “In the DICT we have a slogan that says ‘Walang Iwanan sa Digital Bayanihan’, meaning “no one left behind,” which underscores the government’s mission for every Filipino to have access to technology, connectivity and with it, future-ready jobs. It is very encouraging to have private sector partners like Concentrix who contribute positively to this mission, in a very tangible way, through AI-powered products like iX Hero that can scale in use throughout the country, not just where the organization operates but also as it extends to Concentrix clients and partners who will use it as a solution and tool for their own workforce.”
Real-world results from iX Hero include 20% efficiency gains from quicker adaptation and skill acquisition in a supportive learning environment for sustained professional growth, 22% reduction in average call handling times, 13.5% increase in customer satisfaction and 30% improved communication from speech clarity, language proficiency and non-verbal skills. iX Hero received the TMC Generative AI Product of the Year Award and Concentrix’s iX Product Suite has already received over 20 industry awards globally.
For more information, meet iX Hero on the company website.
Watch how iX Hero’s Harmony App can help job applicants get into their dream CX job: