Concentrix is launching conversational AI agents with emotional awareness to deliver immediate business results: The new products were created for brands seeking to smartly enhance their operations through AI agents without dealing with the complexity of building agents themselves.
Concentrix Corporation (NASDAQ: CNXC), a global leader in technology and services, which began operations in Israel in 2023, announced the launch of a new package of pre-built, emotionally aware conversational AI agents. The new tools accelerate and simplify processes through which businesses add an AI component to their brand experience.
The new products were designed for brands seeking to smartly enhance their operations with AI agents without the complexity of building the agents themselves. The smart agent package can provide answers, track orders, schedule appointments, and handle payments in an understanding and empathetic manner, in accordance with each client’s brand voice. The basic package includes four AI agents – Product Support, Order Status, Appointment Scheduling, and Collections – designed to address common customer challenges.
The new capabilities reflect Concentrix’s expertise in creating impressive brand experiences. The assistants provide both the efficiency of AI and the emotional skills of high-level interactions, including responding to changes in speech tone and using empathy. The assistants react to each customer’s behavior accordingly, taking into account the nuances of different cultures and languages.
Nespresso, the leading coffee capsule brand, partnered with Concentrix to implement advanced conversational AI technologies aimed at enhancing the overall brand experience.
"We are very pleased to collaborate with the Concentrix team on these innovative AI products, which have transformed our customer engagement strategy through the implementation of advanced technologies, including breakthrough chatbots for consumer and business communication," said Elena Stali, Head of Nespresso Customer Contact Center. "This collaboration not only enhances 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 promote professional growth."
"The launch of pre-built AI agents represents a profound shift in how organizations adopt AI – not as a technological experiment, but as a practical business tool that delivers immediate value," said Einat Binyamini, Director and Founder of Concentrix Israel. "In the Israeli market, where there is high expectation for innovation alongside strong sensitivity to customer experience, these solutions enable companies to integrate AI responsibly, empathetically, and quickly, without compromising brand identity or the quality of human interaction."
"Our new agents help companies move faster and with greater confidence to create sustainable value through AI," said Chris Caldwell, President and CEO of Concentrix. "These ready-to-use tools were built on the support we provide customers in using advanced technologies to empower their brand experience. The tools help our clients turn AI from a cost-saving component into a driver for relationship building and growth."
Each AI agent is built on the Agentic Operating Framework, Concentrix’s model for developing responsible AI agents. The model utilizes the company’s agent-building platform, iXHello, which is part of Concentrix’s Intelligent Experience (iX) product suite. Like all products in the iX suite, the conversational AI agents offer the highest standards of secure and reliable AI, compliant with ISO standards shaping today’s market.
Concentrix designs, builds, and operates fully integrated solutions at scale across organizations. The company helps more than 2,000 clients solve their toughest business challenges. Concentrix employs 440,000 employees serving clients on six continents, in more than 70 countries, and in over 150 languages, generating $9.6 billion in revenue for fiscal year 2024. Concentrix’s operations in Israel are led by Einat Binyamini. In Israel, Concentrix offers a wide range of services, including brand experience design, secure AI technology development, and digital services tailored to the requirements of global brands with local market adaptations.