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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 Or at least they could if they didn’t have outdated and fragmented tools.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 Emily. During the busy holiday season, she finds herself amidst the chaos of a canceled flight caused
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by unforeseen weather conditions, stranded and anxious about her travel plans. Emily reaches for her smartphone to contact her airline’s customer support.
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Emily’s call is quickly routed to an advisor who had earlier received an announcement about the severe weather conditions and already knew her flight had been canceled.
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The advisor uses IX Hero to access the airline’s knowledge base then proposes and books an alternative flight quickly. This minimizes Emily’s wait time
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and assures her of receiving accurate and immediate solutions to get her home quickly and safely. Despite the bustling noise of a busy airport terminal,
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Emily is able to hear everything perfectly. Clarity filters out the background noise while harmony optimizes speech patterns and improves pronunciation.
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Creating a clear channel of communication, Emily leaves with a new flight, feeling calm and reassured. After her alternative flight is confirmed,
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a realtime summary is generated to provide an accurate record of the interaction. It also captures key events from the call in the moment,
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reducing the need for after call work so the advisor can assist more travelers. Behind the scenes, the full conversation is analyzed
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to identify key themes, detect emotional cues, and recommend coaching opportunities for next time. Critical data for quality assurance and customer experience improvements.
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By analyzing 100% of interactions, high pressure moments are converted into learning opportunities that strengthen long-term service strategy. It’s not just feedback, it’s a fast track to better thanks
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to IX hero, Emily’s stressful situation was turned around with a quick and effective resolution. The seamless support not only got her home safely,
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but also reinforced her trust in the airline’s commitment to customer service. Even during the busiest times with her new flight confirmed,
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Emily could relax knowing she was incapable hands. And the best part, as your business grows, IX Hero grows with you.
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With native and third party apps in the hero store, you can supercharge every step of the advisor, journey IX Hero, turning every interaction into moments that matter
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with secure compliant, hyper personalized experiences. It’s not just software, it’s an app, a coach, a superpower built to help your advisors save the day every day.
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Because not all heroes wear capes. Some use IX hero.
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Weather delays, missed connections, lost luggage—when things go wrong, customers don’t just need information. They need action. They need AI in travel and transport to help save the day.
That’s where Concentrix’s iX Hero™ comes in. Our AI fuses human empathy with agentic intelligence to resolve disruptions faster, smoother, and more personally than ever before.
In the video above, meet Emily, stranded at an airport after a holiday flight cancellation. While frustration builds around her, her airline advisor is already one step ahead.
With iX Hero, the advisor sees everything they need—all on a single screen. No transfers. No waiting.
iX Hero also refines pronunciation and filters out the chaos of the terminal. The conversation is calm, human, and reassuring—everything modern travel should be.
Travelers expect instant answers and personalized care—often while in motion. But legacy systems and fragmented tools slow down response times, increase stress, and chip away at loyalty.
iX Hero transforms that dynamic with AI in travel and transport, empowering advisors with intelligent, real-time assistance purpose-built for high-pressure, high-volume travel operations
Concentrix’s iX Hero acts as a travel super-agent, coordinating data, context, and decisions across every part of the traveler journey. With a wide range of features, iX Hero helps advisors deliver superior experiences. With a wide range of features, iX Hero helps advisors deliver superior experiences.
AI-powered retrieval surfaces verified answers instantly, so advisors give travelers clarity, not confusion
Live updates are pushed directly to the advisor interface. No email chasing. No lag.
Real-time call transcripts capture every traveler detail and instantly generate summaries—saving precious time during high-volume events.
Harmony enhances pronunciation and tone to sound confident and calm; Clarity removes ambient noise so every word is understood clearly—even in a crowded terminal
iX Hero analyzes advisor performance, customer sentiment, and call trends to identify friction points and surface proactive solutions for future disruptions.
Immersive AI training modules prepare advisors for various scenarios, ensuring confidence when it matters most.
With decades of expertise across airlines, hospitality, travel-tech, and more, we know what makes journeys work and what breaks them.
iX Hero is the culmination of billions of interactions and thousands of hours spent inside contact centers—designed for the advisors who keep travelers moving.
That’s why global airlines and travel providers trust Concentrix to help them stay in control.
iX Hero is an AI-powered workspace that unites every tool, insight, and interaction in one intelligent screen. It helps advisors with AI in travel and transport to handle high-stress moments—like flight disruptions, booking changes, or logistics delays.
Using live Announcements and Knowledge features, iX Hero equips advisors with the information they need to get customers accurate, empathetic answers in seconds, not hours.
iX Hero features like Summarize and Clarity go live in 3–4 weeks; full deployment across advisor networks happens within a few months.
Every interaction for iX Hero runs under robust, 24/7 intelligence-driven security with privacy by design, GDPR compliance, full data encryption, and risk and fraud management.
Client programs show tangible results from iX Hero—lower AHT, higher CSAT, and improved revenue without incremental costs.
