Page 36 - gs260102

NewProducts

Concentrix Corp. What differentiates Concentrix's approach is its emphasis
on emotional intelligence alongside automation. The con-
Pre-Built Conversational AI Agents versational agents are designed to recognize changes in

https://www.concentrix.com tone, respond with empathy, and adjust interactions based
on customer behavior. They also account for cultural and
linguistic nuances, enabling more natural and effective
engagement across global markets, Concentrix noted.

The new agents reflect Concentrix's experience designing
and delivering brand interactions at scale. Rather than po-
sitioning AI solely as a cost-reduction tool, the company
aims to help brands use agentic AI to strengthen relation-
ships and improve outcomes across the customer journey.

Nespresso partnered with Concentrix to implement ad-
vanced conversational AI technologies as part of its
broader customer engagement strategy. According to
Accelerate brand Elena Staehli, head of Nespresso's Customer Relationship
Center, the collaboration enhanced both B2C and B2B in-
experiences with teractions while improving service efficiency and respon-
siveness. The implementation also supported frontline
employees by giving them tools and training to deliver
agentic AI higher-quality service.

"Our new agents help companies move faster, with more
confidence, to create lasting value with AI," said Chris
oncentrix Corp., a global technology and ser- Caldwell, president and CEO of Concentrix. He noted that
vices provider, launched a new suite of pre- the pre-built agents allow organizations to shift AI from a
built, emotionally aware conversational AI
C agents designed to help brands add agentic AI back-office efficiency play to a relationship-building and
growth-driving capability.
to their customer interactions faster and with less com-
plexity. Each agent is developed within Concentrix' Agentic Oper-
ating Framework and built using iX Hello, the company's
Built for organizations that want to transform operations agent-building platform within its Intelligent Experience
without developing AI from the ground up, the new offer- (iX) product suite. As with all iX products, the conversa-
ing provides ready-to-deploy agents that can answer ques- tional agents adhere to ISO-certified standards for secure,
tions, track orders, schedule appointments, and handle responsible and trustworthy AI.
collections and payments while adapting to each client's
brand voice, the company stated.
Available globally, Concentrix's pre-built agentic AI agents
are designed to help brands deploy AI with speed, confi-
The initial starter kit includes four agentic AI agents fo- dence, and a clear focus on human-centered engagement.
cused on the most common customer service use cases: Visit https://www.concentrix.com for further information.
product support, order status, appointment scheduling
and collections.

36