Concentrix launches iX Hero AI to boost jobs and transform CX delivery

Insider Spotlight

• Concentrix unveils iX Hero AI platform in the Philippines
• AI tool aims to expand job access and boost advisor productivity
• Tech enhances customer experience through real-time, human-in-the-loop features

Concentrix Philippines has officially launched iX Hero™, an AI-powered application designed to augment human performance in the customer experience (CX) industry. The rollout reinforces the company’s strategy to integrate artificial intelligence into operations while advancing workforce inclusion.

“iX Hero is the culmination of decades of Concentrix expertise in AI and automation,” said Concentrix chief product officer Ryan Peterson.

The solution works in real-time alongside advisors, performing tasks such as conversation transcription, surfacing relevant knowledge, canceling background noise, and generating summaries and coaching tips—all from a single interface. Executives said the technology is already yielding measurable improvements in speed, communication, and customer satisfaction.

The big picture

The launch event in the Philippines was attended by top Concentrix leaders and government representatives, including Department of Information and Communications Technology (DICT) Assistant Secretary Migui Planas. The demo featured several capabilities from the Concentrix Intelligent Experience (iX) suite, which supports over 2,000 client brands globally.

“We are not just launching a tech product,” said EVP and chief business officer Amit Jagga. “We are demonstrating our commitment to harnessing AI for good, with humans at the center of digital transformation.”

Why it matters

The iX Hero platform aims to lower entry barriers for job seekers and support long-term career growth. One feature, “Harmony,” improves speech clarity during interviews and assessments, helping applicants with borderline language proficiency move forward in the hiring process. Once onboarded, the same AI tools remain in place to reinforce performance.

“Having the Harmony feature… is a perfect example of how AI helps provide access to employment and greater job inclusivity,” Jagga said.

DICT’s Planas echoed support, citing the government’s goal of universal access to tech-powered jobs: “It is very encouraging to have private sector partners like Concentrix… through AI-powered products like iX Hero.”

The results

iX Hero has already demonstrated a 22-percent drop in average call handling times, a 13.5-percent increase in customer satisfaction, and 30-percent improvement in speech clarity. It recently won the TMC Generative AI Product of the Year Award.