A fast-growing e-commerce brand expanding across Southeast Asia relied on chat and email as its primary customer support channels. Game changers frequently received messages in languages they were not proficient in, creating a critical gap between customer needs and support quality. Without a scalable translation solution, advisors struggled to respond accurately, naturally, and in a tone aligned with brand standards.
The absence of real-time language support was directly impacting CSAT and QA performance, leaving both the team and the client frustrated with inconsistent service outcomes across markets.
Concentrix deployed iX Hello, its proprietary AI solution, to bridge the language gap and elevate support quality across all chat and email interactions.
“Great to hear that you guys are using AI to improve our daily operational needs.”
10% increase in CSAT score, rising from 70% before implementation to 80% after directly reflecting the improved quality and naturalness of customer interactions.
QA score surpassed the 90% threshold post-implementation, up from 88%, demonstrating stronger advisor accuracy, tone consistency, and overall response quality.
