Concentrix wins Chatbot Innovation Award

Concentrix’ ALBA solution recognized by AI Breakthrough Awards

Location: Newark, CA

Concentrix is proud to be selected as winner of the Chatbot Innovation Award in the sixth annual AI Breakthrough Awards program conducted by AI Breakthrough for its cutting edge learning solution, ALBA (Advanced Learning through Bot & Automation). ALBA provides Concentrix Ambassadors with an opportunity to practice call and chat taking skills in a simulated environment before engaging with live customers. The solution uses natural language processing AI to capture a line or scripted text spoken by the Ambassador and reviews it against scoring results, with interaction feedback provided in real time for the user. Ambassadors who use ALBA are shown to be more proficient and effective through role-playing and practice.

The mission of the AI Breakthrough Awards is to honor excellence and recognize the innovation, hard work and success in a range of AI and machine learning related categories, including:

  • Generative AI
  • Computer Vision
  • AIOps
  • Deep Learning
  • Robotics
  • Natural Language Processing
  • industry specific AI applications
  • and many more

ALBA was designed to allow users to practice efficiency, promote better results, build stronger confidence leading to better retention, and renew commitment to CX with practice conversations using AI. Receiving this exceptional award stands as a testament of our commitment to not only cutting-edge innovation and technology, but also to investing in our staff to help them succeed in their role and grow a career at Concentrix. To learn more about how we are continually identifying new opportunities to keep pace with an ever-evolving landscape of connected and intelligent experiences, check out our thoughts on Generative AI.


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