Concentrix Corporation, a global leader in technology and services, has introduced a new AI-powered tool called iX Hero. The tool is part of the Intelligent Experience (IX) suite from the company and is used to augment human agents, enhancing the way customers are served. iX Hero helps faster and more precise resolution of everything, ranging from basic inquiries to advanced issues.
Concentrix developed iX Hero using insights gained from handling massive volumes of customer interactions across voice, chat, and digital platforms over the years, aiming to address recurring service issues and boost satisfaction.
Tackling Common Customer Service Problems
Many customer frustrations come from slow or confusing answers from agents. One reason is that agents often need to switch between 10 or more different apps to help a single customer, which slows them down and makes it harder to personalize their service. From the business side, companies often struggle with poor note-taking, limited customer emotion analysis, and not fully understanding customer behavior.
Agents may now receive quick, dependable AI-assisted responses in seconds thanks to iX Hero. The tool puts all the needed information into one smart screen, making it easier for agents to respond effectively. It also helps agents learn over time, offering coaching to improve each interaction.
Works with Any Platform and Boosts Business Performance
iX Hero can easily connect with most contact center systems, customer relationship management (CRM) platforms, and business workflows. Companies using iX Hero see better productivity, smarter decisions, and deeper insights across their operations. This leads to stronger relationships with customers.
The tool includes features that help in several key areas:
Performance insights: Tracks how agents are doing, identifies customer emotions, and spots trends to improve personalized service. It also helps coach agents with data.
Knowledge tools: Find answers quickly during customer calls or chats, cutting down the time needed to resolve questions.
Conversation summaries: Automatically records and summarizes calls, reducing the work agents do after a call ends.
Real-time updates: Sends important news or decisions to agents quickly so they stay informed and maintain high service levels.
Early Results Show Big Improvements
Some companies that tested iX Hero early saw major gains. A well-known electronics brand raised its sales conversion rate from 2% to 7% after using the tool, boosting monthly revenue by 250%. Another company saw average call time drop by 22%, cutting costs and raising customer satisfaction. A large global energy company improved its customer satisfaction score from 72%.
Razor, a scooter and ride-on device manufacturer, was among the first to use iX Hero. Jo Ann Nash, Vice President of Customer Support at Razor, said, "iX Hero has helped us get powerful insights from our customer interactions. It’s improved our overall efficiency and customer experience. Concentrix has helped turn every agent into a hero for our brand."
Smarter Conversations and Happier Customers
Ryan Peterson, Chief Product Officer at Concentrix, shared the company’s vision: "For years, we’ve been blending technology with human creativity and empathy to improve customer experiences. With iX Hero, we’re giving agents powerful AI tools that help create faster, better conversations and more loyal customers."
iX Hero is built to work at scale, with strong security and compliance. It’s currently available in North America, with support for more languages and countries coming later this year. To learn more, visit the company’s website.
About Concentrix
Concentrix Corporation is a Fortune 500 business that leads the world in technology. It helps top brands across industries solve complex problems with end-to-end solutions, supported by data, AI, and deep industry knowledge. Operating in over 70 countries and serving more than 2,000 clients, Concentrix delivers smart, fast, and scalable services that make it easier for businesses to work and grow.
