This tool is designed to improve how customer service is delivered and to help more Filipinos land and succeed in digital jobs. The launch event, was led by Concentrix Chief Product Officer Ryan Peterson, along with other global leaders including Craig Cotton, Ratna Puri, and key members of the Concentrix Philippines leadership team like EVP Amit Jagga and VP Larah Sta. Maria. Also present was DICT Assistant Secretary Migui Planas, showing strong support from the government.
What is iX Hero?
iX Hero is like giving customer advisors their own digital co-pilot. It offers real-time AI features that help them do their job better—from live transcription of calls, to auto-surfacing answers, noise cancellation, speech clarity, and even instant coaching tips. These tools work together to make every conversation smoother, clearer, and more efficient.
Instead of replacing humans, iX Hero supports them every step of the way, leading to faster onboarding, stronger performance, and better customer experiences.
According to Ryan 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.”
And that’s the secret sauce, it’s not just tech for tech’s sake. It’s tech designed with people in mind, backed by years of real-world experience.
iX Hero is like giving customer advisors their own digital co-pilot. It offers real-time AI features that help them do their job better—from live transcription of calls, to auto-surfacing answers, noise cancellation, speech clarity, and even instant coaching tips. These tools work together to make every conversation smoother, clearer, and more efficient.
Instead of replacing humans, iX Hero supports them every step of the way, leading to faster onboarding, stronger performance, and better customer experiences.
According to Ryan 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.”
And that’s the secret sauce, it’s not just tech for tech’s sake. It’s tech designed with people in mind, backed by years of real-world experience.
Helping More Filipinos Get Hired
One of the most exciting parts of iX Hero is how it helps applicants during the hiring process. Its feature called Harmony fine-tunes how people speak by adjusting pronunciation while keeping their natural voice intact. This has already been piloted in Concentrix Philippines’ recruitment process and has helped more applicants pass the language assessment stage especially those who may have otherwise been held back due to speech clarity issues.
In simple terms: it helps more Filipinos qualify for jobs. And once hired, iX Hero continues to help them improve their performance with real-time support on the job.
Amit Jagga, EVP of Concentrix Philippines, shared, “Having the Harmony feature in iX Hero is a perfect example of how AI helps provide access to employment and greater job inclusivity for many Filipinos.”
One of the most exciting parts of iX Hero is how it helps applicants during the hiring process. Its feature called Harmony fine-tunes how people speak by adjusting pronunciation while keeping their natural voice intact. This has already been piloted in Concentrix Philippines’ recruitment process and has helped more applicants pass the language assessment stage especially those who may have otherwise been held back due to speech clarity issues.
In simple terms: it helps more Filipinos qualify for jobs. And once hired, iX Hero continues to help them improve their performance with real-time support on the job.
Amit Jagga, EVP of Concentrix Philippines, shared, “Having the Harmony feature in iX Hero is a perfect example of how AI helps provide access to employment and greater job inclusivity for many Filipinos.”
AI for All, Not Just a Few
DICT Assistant Secretary Migui Planas echoed this sentiment by saying, “Walang Iwanan sa Digital Bayanihan”, highlighting the government’s commitment to ensuring all Filipinos benefit from digital progress. He praised Concentrix for being a strong private sector partner helping make this mission a reality.
The Numbers Speak for Themselves. Since its early use, iX Hero has already made a big impact:
- 20% faster skills development among workers
- 22% shorter call handling times
- 13.5% boost in customer satisfaction
- 30% improvement in speech clarity and communication
These are not just numbers, they represent real improvements for people doing real work. The tech industry has also taken notice. iX Hero recently won the TMC Generative AI Product of the Year Award, and the broader Concentrix iX suite has bagged more than 20 global awards.
The launch of iX Hero in the Philippines shows how AI can be used the right way, not to replace people, but to empower them. It’s a smart tool that helps applicants get hired, supports employees while they work, and creates better experiences for customers.
For a country with a thriving BPO industry and a young, tech-savvy workforce, innovations like iX Hero could be a big step forward in making jobs more inclusive, efficient, and human-centered.
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