Tuesday, December 23, 2025
Concentrix has launched a new suite of pre-built conversational AI agents designed to help organizations embed artificial intelligence into their customer-facing operations more quickly and efficiently. The initiative reflects the company’s continued focus on enabling enterprises to move from experimentation to real-world AI deployment with confidence.
As businesses across industries face increasing pressure to deliver faster, more personalized customer service, the demand for scalable and ready-to-deploy AI solutions continues to grow. Concentrix’s new conversational AI agents aim to address this need by offering organizations pre-configured tools that support key customer service functions, including product assistance, order tracking, appointment scheduling, and collections.
Rather than requiring extensive customization from the ground up, these AI agents are built to align seamlessly with each client’s brand voice and communication style. This brand-first approach ensures consistency across customer touchpoints while allowing businesses to maintain their unique identity in automated interactions.
According to Concentrix, the conversational AI agents are capable of answering customer queries, processing payments, and scheduling appointments in real time. More importantly, the assistants are designed to adapt dynamically to different customer behaviors and cultural contexts. By recognizing shifts in tone and intent, the agents can respond using empathetic and context-aware language, helping create more natural and human-like conversations.
One of the first companies to embrace Concentrix’s conversational AI technology was Nespresso, which uses it to create a smoother and more engaging experience for its customers. The implementation supports both business-to-consumer (B2C) and business-to-business (B2B) interactions, demonstrating the flexibility of the platform across different customer engagement models.
Nespresso customer relationship centre head Elena Staehli said:
“We were extremely happy to partner with the Concentrix team on the AI innovations portfolio, which has transformed our customer engagement strategy through the implementation of advanced technologies, including enhanced B2C and groundbreaking B2B chatbots.
“This collaboration not only elevates the customer experience by improving service efficiency and responsiveness but also empowers our frontline employees with the tools and training they need to deliver exceptional service and foster professional growth.”
From a technology standpoint, Concentrix explained that its agentic AI solutions are developed under the company’s Agentic Operating Framework. The agents are built using the iX Hello platform, which is part of the broader Intelligent Experience (iX) Product Suite. This foundation enables the conversational AI agents to operate with autonomy while remaining aligned with enterprise governance, compliance, and performance standards.
Security and trust also remain central to the offering. Concentrix stated that its conversational AI agents comply with ISO standards related to AI security and trustworthiness, helping organizations deploy automation responsibly while protecting customer data and maintaining regulatory compliance.
The company emphasized that the release highlights its ongoing investment in delivering brand-aligned customer service solutions. By combining intelligent automation with personalized, context-aware interactions, Concentrix aims to help organizations strengthen relationships with customers rather than simply reduce operational costs.
Chris Caldwell, president and CEO of Concentrix, said:
“Our new agents help companies move faster, with more confidence to create lasting value with AI.
“Built from helping our clients use advanced technologies to power their brand experience, these ready-to-use tools to help our clients quickly pivot AI from a cost-saver to a relationship-builder and ultimately, a growth driver.”
Overall, the launch signals Concentrix’s commitment to helping enterprises harness conversational AI not just for efficiency, but for long-term customer engagement and sustainable business growth.
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