Concentrix Corporation, the Philippines’ largest private employer, has launched iX Hero, an AI-powered application that enhances customer service operations by working alongside human agents.
Key Features
The platform provides real-time support through conversation transcription, knowledge apps that surface answers to customer questions, noise cancellation, speech harmonization, and automated transaction summaries with coaching insights. These tools aim to accelerate agent onboarding and improve performance.
Enabling Job Access
A standout feature called Harmony fine-tunes speech patterns for clearer pronunciation while maintaining natural voices. During pilot testing in Concentrix Philippines’ recruitment process, Harmony helped job applicants pass language assessments they might otherwise have failed due to speech clarity issues, providing greater access to employment opportunities.
“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,” said Amit Jagga, Concentrix Philippines EVP and Chief Business Officer.
DICT Assistant Secretary Migui Planas noted the alignment with the government’s “Walang Iwanan sa Digital Bayanihan” mission, ensuring no Filipino is left behind in digital transformation.
Performance Results
Real-world deployment has shown:
- 20% efficiency gains in skill acquisition
- 22% reduction in average call handling times
- 13.5% increase in customer satisfaction
- 30% improvement in communication clarity
Recognition
iX Hero received the TMC Generative AI Product of the Year Award, while Concentrix’s iX Product Suite has earned over 20 industry awards globally.
The launch event included demonstrations of iX Hero and other AI-driven products in the Concentrix Intelligent Experience suite, attended by company executives and DICT representatives.
