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News » ibex and Sapling.ai team up for AI-powered messaging tools

ibex and Sapling.ai team up for AI-powered messaging tools

Virgil Villanueva

Last updated: December 19, 2023 1 min read

WASHINGTON, UNITED STATES — Business process outsourcing firm ibex has partnered with tech firm Sapling.ai (Sapling), in the former’s quest to boost its artificial intelligence (AI) messaging assistant.

ibex plans to integrate Sapling’s AI-powered messaging assistant technology as part of its customer experience (CX) software, Wave X. Sapling’s language model supplies autocomplete suggestions across all messaging platforms and also provides a shared knowledge base for efficient searches. 

Wave X’s offering includes business intelligence services, customer journey mapping, value stream mapping, and customer complexity analysis. Meanwhile, Sapling has a copilot feature that aids existing helpdesk and sales engagement softwares. Its application programming interface (API) and software development kit (SDK) allows direct integration with customer products. 

A 60-day pilot test of Sapling integrated into Wave X yielded great results. Improvements in average response time, average handle time and quality were observed, which subsequently raised customer satisfaction. 

Business departments such as sales, support, and success teams are able to utilize these technologies to compose effective and personalized messages. ibex runs a global CX delivery center model consisting of 31 operations. Its clients include firms from retail, e-commerce, healthtech, fintech, utilities and logistics industries. 

ibex’s global team consists of 30,000 employees. Every year, its Wave X platform tallies to almost 200 million customer interactions which generate over $2.2 million revenues.

“We are committed to delivering industry-leading CX and this partnership is another step toward building and refining our AI-enabled Wave X platform with the latest technology available today. Integrating Sapling’s AI assistant as part of Wave X will enable us to enhance agent performance, optimize customer interactions, and deliver greater customer satisfaction,” said ibex chief intelligence officer Jim Ferrato.

 

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