itel Unveils New Artificial Intelligence Platform, itelligence®

Empowering Brokers and Creating Efficiencies for Scale

KINGSTON, Jamaica, Oct. 16, 2024 /PRNewswire/ — itel, the most important Caribbean-born enterprise course of outsourcer (BPO), simply unveiled its latest technological innovation – itelligence®, a state-of-the-art platform, powered by synthetic intelligence (AI), that will likely be used to boost efficiencies inside its contact middle operations and increase the efficiency and capabilities of human brokers. Held at itel’s state-of-the-art Kingston facility, the intimate launch occasion hosted representatives from the native media, in addition to main members of the non-public and public sectors, to show how AI is altering issues for the higher within the BPO business.

Yoni Speaking about the Power of AI to enable scale for clients and empower agents. — Yoni Talking concerning the Energy of AI to allow scale for purchasers and empower brokers.

Yoni moderates a panel on the how the role of the contact center agent will be elevated. — Yoni moderates a panel on the how the function of the contact middle agent will likely be elevated.

The occasion opened with a speech from itel’s Founding Chairman and CEO, Yoni Epstein, CD, the place he recounted the evolution of Jamaica’s BPO business, in addition to the corporate’s use of synthetic intelligence. “We’re utilizing AI to make our enterprise extra environment friendly,” acknowledged Epstein, “It is about adopting, adapting, evolving and using know-how to turn into, not only a supplier of human capital, but in addition know-how capital.”

Epstein additionally expressed that AI shouldn’t be about job loss, however job transformation. “Our focus is human enhancement, giving human brokers the data they should work sooner and with better accuracy, whereas upskilling the nearshore workforce. We’re making a method ahead for profession constructing with brokers who’re much less slowed down by mundane duties and may concentrate on constructing specializations and advance within the business.”

Video displays centered across the new platform’s options and advantages, together with the power to shortly analyze knowledge throughout a wider pattern pool, then push out the data in real-time, resulting in immediate interventions that enable for real-time teaching and coaching alternatives. A panel dialogue titled, “”The Period of the Tremendous Agent – Elevating Contact Heart Roles with AI”, allowed main consultants, together with itel’s Chief Know-how Officer, Duane Williams, to discover how the ability of AI-generated knowledge is enhancing agent efficiency and finally buyer satisfaction.

The choice to develop the know-how in-house took place as a result of it gave the corporate a better capability to serve purchasers and meet regulatory necessities than utilizing third social gathering options. By coaching the AI to transcribe and analyze name knowledge utilizing the Caribbean accent, there may be additionally a better degree of accuracy within the insights produced by the itelligence® platform.

By introducing and implementing this new AI platform, itel could have a forefront over opponents and different BPO locations due to the added worth it’s now in a position to present to its purchasers. The occasion’s important takeaway? AI is right here to remain, however so are contact facilities and human interplay.

SOURCE itel