Concentrix Philippines unveils AI platform to boost call center efficiency
MAKATI, PHILIPPINES — Concentrix Philippines has unveiled iX Hero, an AI platform transforming customer service operations, Malaya Business Insight reported.
The solution delivers clearer communication and faster call handling while creating new job opportunities through speech-enhancing technology.
AI augmentation drives operational efficiency
Concentrix’s iX Hero platform, which is now in active deployment, has demonstrated measurable improvements in call center performance during real-world testing.
The AI tool boosts customer satisfaction scores by 13.5%, achieved through features like real-time transcription and automated transaction summaries.
The system’s knowledge apps surface instant answers to customer queries, accelerating agent onboarding by 20%. It also reduces average call time handling by 22%, making it a highly efficient platform.
Noise cancellation and speech harmonization technologies further enhance communication clarity by 30%, addressing common pain points in customer service interactions. These innovations recently earned iX Hero the TMC Generative AI Product of the Year Award.
Inclusive technology expands job access
A helpful feature called Harmony is breaking down employment barriers in the Philippines’ competitive call center industry.
The speech harmonization technology helped job applicants pass language assessments they would typically fail, aligning with the government’s digital inclusion initiatives.
“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,” notes Amit Jagga, Concentrix Philippines Executive Vice President (EVP) and Chief Business Officer.
The Philippine Department of Information and Communications Technology (DICT) has endorsed the technology as supporting their mission.
DICT Assistant Secretary Migui Planas highlights the organization’s commitment, saying, “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.”
By combining efficiency gains with social impact, Concentrix positions iX Hero as both a business tool and workforce development solution in a country where call centers provide opportunities for the people.
