Concentrix has introduced a set of pre-built conversational AI agents intended to help businesses integrate AI into their customer operations more rapidly.
The suite aims to provide companies with AI-powered tools for product support, order tracking, appointment scheduling, and collections, all configured to align with each client’s brand communications.
The company reported that these new agents can answer queries, process payments, and schedule appointments while adapting to various customer behaviours and cultural contexts.
According to Concentrix, the assistants are designed to detect and respond to changes in tone and use empathetic language as needed.
Nespresso has adopted Concentrix’s conversational AI technology to enhance its brand experience.
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.”
Concentrix noted that its agentic AI offerings are developed under its Agentic Operating Framework and built using the iX Hello platform within its Intelligent Experience (iX) Product Suite.
The firm said that its conversational agents comply with ISO standards for AI security and trustworthiness.
Concentrix said that the release demonstrates its ongoing development in delivering brand-aligned customer service solutions by combining automation with interactions tailored to individual customers.
Concentrix president and CEO Chris Caldwell 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.”
