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Around the world. Customers want fast, personal, and frictionless experiences every time. Sure, AI can handle the easy stuff, but when it’s complex, emotional, high stakes,
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that’s when your advisors shine. Or at least they could if they didn’t have outdated and fragmented tools. What if they had one screen, one space to do it all
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with confidence, speed, and clarity. Meet Sarah who has just learned, she requires cataract surgery to help improve her vision,
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although she’s excited to be able to see clearly again, she’s very concerned about her coverage and additional costs. So she reaches out to her insurer for answers
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before the call begins. Her advisor has been equipped with recent updates on policy changes related to eye surgery, so they can provide accurate responses As
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Sarah connects and her request becomes clear, the advisor uses IX Hero to instantly access the information required to confirm her coverage.
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They give her the good news, then identify a nearby ophthalmologist with excellent reviews and immediate availability. Then make the booking
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and there are no barriers to communication. Clarity filters out the background noise while Harmony optimizes speech patterns and improves pronunciation,
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facilitating a seamless conversation with her booking confirmed and nothing to pay. Sarah feels delighted at the simplicity of it all
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as the call concludes. IX Hero eliminates the need for tedious after call work. A detailed summary is automatically generated,
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allowing advisors to focus on helping more customers. Behind the scenes. The entire interaction is analyzed, reviewing Sarah’s sentiment, tracking the complexity
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of the case, and flagging any gaps in policy adherence. By analyzing 100% of interactions, high pressure moments are converted into learning
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opportunities that continuously improve advisor performance and customer experience. It’s not just feedback. It’s a fast track to better. The interaction is completed in significantly less time than
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normal, providing Sarah with the assurance and information she needed quickly and efficiently by turning every call into actionable data ix.
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Hero empowers companies to revolutionize experiences by delivering consistently high quality service. And the best part, as your business grows,
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IX Hero grows with you. With native and third party apps in the hero store, you can supercharge every step of the advisor, journey
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IX Hero, turning every interaction into moments that matter with secure compliant, hyper-personalized experiences. It’s not just software, it’s an app, a coach,
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a superpower built to help your advisors save the day every day. Because not all heroes wear capes. Some use IX hero.
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Across healthcare, moments of truth happen in a heartbeat. A patient calls anxious about a diagnosis. A caregiver needs clarity on coverage. An insurer must deliver compassion and accuracy—fast.
That’s where Concentrix’s iX Hero™ comes in. Our agentic AI app unites every critical element of the advisor journey into a single, intelligent workspace—supercharging human expertise with autonomous, context-aware intelligence.
In this video, you’ll meet Sarah, a patient preparing for cataract surgery. Her insurer’s advisor, powered by iX Hero, confirms coverage, identifies a nearby ophthalmologist, and books the appointment—all in one call. No waiting. No transfers. No friction.
This is agentic AI in healthcare: where empathy meets intelligence, and every interaction becomes a confident, connected experience.
Healthcare organizations are under pressure to do more with less—balancing cost control, compliance, and ever-rising patient expectations. Concentrix’s iX Hero modernizes CX by seamlessly combining the best of humans and AI to unlock the full potential of automation in complex, regulated environments.
iX Hero has already been tested by more than 40,000 advisors across live client programs. It works, and it scales.
iX Hero is an agentic super-app—an all-in-one workspace designed to modernize healthcare service operations from the inside out. Each feature is purpose-built to remove friction and amplify advisor performance across the patient journey.
Delivers fast, verified answers during complex coverage calls using retrieval-augmented generation on internal knowledge bases—ensuring accuracy and compliance every time.
Auto-transcribes and summarizes calls and chats, reducing after-call work and freeing time for patient connection.
Pushes timely updates—like policy or benefits changes—directly to advisor desktops, ensuring everyone stays compliant and current.
Analyzes call sentiment, compliance, and performance to deliver personalized coaching and improve care quality.
Refines pronunciation, enhances clarity, and eliminates background noise—so every healthcare conversation sounds professional and compassionate.
Provides immersive, AI-powered training simulations so advisors can practice handling sensitive patient interactions safely and confidently.
All of this lives in one secure, modular platform—no complex integrations, no data access required, and HIPAA privacy protections.
Concentrix combines deep contact center expertise with decades of healthcare operations knowledge. Our technology was built by the people who understand service delivery inside out—not as a bolt-on, but as an integral layer of the modern healthcare experience.
When lives and data are on the line, trust matters—and we deliver it. See what iX Hero can do for you.
Agentic AI in healthcare acts with agency—able to understand context, make informed decisions, and complete multi-step workflows autonomously. iX Hero combines this intelligence with human empathy to elevate healthcare experiences.
Traditional AI reacts; agentic AI acts. It doesn’t wait for a prompt—it anticipates, reasons, and orchestrates. With iX Hero, that means faster coverage verification, fewer manual errors, and better patient outcomes.
iX Hero features like Summarize and Clarity go live in 3–4 weeks; Knowledge and Insights in 6–10 weeks—real value in months, not years
Client programs show tangible results from iX Hero—lower AHT, higher CSAT, and improved revenue without incremental costs
Every deployment of iX Hero is built on privacy-by-design principles, encrypted end-to-end, and continuously monitored for risk and fraud management.
