Concentrix Corporation, the Philippines’ largest private employer and a global leader in technology and services, has officially launched its latest AI-powered platform, iX Hero™, designed to revolutionize Customer Experience (CX) delivery while enabling job accessibility and inclusivity across the country.
Unveiled at a launch event attended by top Concentrix executives and representatives from the Department of Information and Communications Technology (DICT), iX Hero™ is an Agentic AI platform that works alongside human advisors to enhance performance, optimize interactions, and improve customer satisfaction in real time. The platform is part of the broader Concentrix Intelligent Experience (iX) suite, which was also showcased during the event.
Among the attendees were Concentrix Chief Product Officer Ryan Peterson, Global VP of Product Management Craig Cotton, and VP and Product Domain Leader Ratna Puri. They were joined by Concentrix Philippines EVP and Chief Business Officer Amit Jagga and VP for Transformation and Delivery Shared Services Larah Sta. Maria. Representing the government was DICT Assistant Secretary Migui Planas, who lauded the initiative as a private sector-led push aligned with the government’s “Walang Iwanan sa Digital Bayanihan” campaign.
iX Hero features a comprehensive set of real-time AI capabilities aimed at enhancing the advisor experience. These include automated conversation transcription for accurate documentation, knowledge apps that instantly surface the right answers to customer questions, and noise cancellation that eliminates background distractions. Another innovative tool, speech harmonization, ensures that every word in a conversation is delivered clearly and naturally. In addition, the platform generates transaction summaries and actionable coaching tips, all accessible in a single interface. These features collectively reduce onboarding time, enhance advisor performance, and promote smarter, more effective conversations, allowing customer service representatives to focus on what matters most — the customer.
According to Peterson, “iX Hero is the culmination of decades of Concentrix expertise in AI and automation, built on insights and fine-tuned from millions of interactions. As a company that supports over 2,000 of the world’s leading brands, we know what it takes for AI to complement human ingenuity because we’ve developed the products that have achieved concrete outcomes and growth for our people, clients and business.”
Beyond boosting productivity, iX Hero also plays a transformative role in improving job access and inclusivity. One of its standout features, Harmony, adjusts and clarifies speech patterns to ensure precise pronunciation while retaining the user’s natural voice. This tool was piloted in the recruitment process at Concentrix Philippines, particularly during language proficiency assessments. Many applicants, who might have previously failed the speaking portion due to unclear articulation, were able to pass and proceed to the next stages of hiring thanks to the enhancements provided by Harmony.
Amit Jagga emphasized that Harmony is a perfect example of how AI can foster inclusivity by helping individuals overcome language barriers in the hiring process. He added that iX Hero is not just a tech launch, but a reaffirmation of Concentrix’s commitment to using AI as a force for good—empowering Filipinos with equal opportunities and upskilling them for the digital future.
The platform’s performance results underscore its value. Concentrix has reported a 20% increase in efficiency from faster adaptation and skill acquisition among users. This has created a more supportive learning environment for sustainable professional growth. Additionally, average call handling times were reduced by 22%, helping streamline customer service operations. Customer satisfaction also improved by 13.5%, and there was a 30% boost in communication quality, thanks to improved speech clarity, language proficiency, and non-verbal communication support.
iX Hero has received global recognition, winning the TMC Generative AI Product of the Year Award, and is part of the wider Concentrix iX Product Suite, which has garnered over 20 prestigious industry awards around the world. These accolades reflect the platform’s impact not only on performance metrics but also on transforming the human experience within the CX industry.
DICT Assistant Secretary Migui Planas praised the effort, noting, “In the DICT we have a slogan that says ‘Walang Iwanan sa Digital Bayanihan’, meaning “no one left behind,” which underscores the government’s mission for every Filipino to have access to technology, connectivity and with it, future-ready jobs. It is very encouraging to have private sector partners like Concentrix who contribute positively to this mission, in a very tangible way, through AI-powered products like iX Hero that can scale in use throughout the country, not just where the organization operates but also as it extends to Concentrix clients and partners who will use it as a solution and tool for their own workforce.”
With its vast national footprint and global client reach, Concentrix Philippines envisions iX Hero as a scalable solution that will not only optimize its own workforce operations but also benefit the broader BPO industry. As AI continues to reshape the world of work, Concentrix is ensuring that digital transformation remains people-centered, inclusive, and sustainable—giving every Filipino a chance to thrive in the tech-driven economy.