Concentrix Corporation, the Philippines’ largest private employer, has launched its newest agentic AI-powered application, iX Hero. This technology works alongside human agents to deliver superior customer experiences.
The launch event on July 29 was attended by Concentrix Chief Product Officer Ryan Peterson, Global VP of Product Management Craig Cotton, and VP of Product and Domain Leader Ratna Puri. Representing Concentrix Philippines were EVP and Chief Business Officer Amit Jagga and VP of Transformation and Delivery Shared Services Larah Sta. Maria. Assistant Secretary Migui Planas of the Department of Information and Communications Technology (DICT) was also present.
iX Hero supercharges agent performance with features like real-time transcription, automated knowledge sourcing, and noise cancellation. It also generates transaction summaries and provides coaching tips, giving agents “superpowers” that lead to faster onboarding and smarter conversations.
According to Concentrix Chief Product Officer Ryan Peterson, “iX Hero is the culmination of decades of Concentrix expertise in AI and automation, built on insights and fine-tuned from millions of interactions. 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.”
A key feature called Harmony fine-tunes speech patterns, helping job applicants overcome language proficiency challenges during the hiring process. This promotes job inclusivity and widens the talent pool.
“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,” said Amit Jagga, EVP and Chief Business Officer for Concentrix Philippines. “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.”
iX Hero has delivered impressive results, including a 20% gain in efficiency, a 22% reduction in average call handling times, and a 13.5% increase in customer satisfaction.
For more information, visit the Concentrix website.
