itel Unveils Unutilized Synthetic Understanding Platform, itelligence®

Empowering Brokers and Developing Efficiencies for Scale

KINGSTON, Jamaica, Oct. 16, 2024 /PRNewswire/ — itel, the most important Caribbean-born trade procedure outsourcer (BPO), simply unveiled its latest technological innovation – itelligence®, a state of the art platform, powered by means of synthetic knowledge (AI), that can be worn to fortify efficiencies inside its touch heart operations and increase the efficiency and functions of human brokers. Held at itel’s state of the art Kingston facility, the intimate starting match hosted representatives from the native media, in addition to chief contributors of the non-public and nation sectors, to display how AI is converting issues for the easier within the BPO trade.

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 at the how the position of the touch heart agent can be increased.

The development opened with a pronunciation from itel’s Launch Chairman and CEO, Yoni Epstein, CD, the place he recounted the evolution of Jamaica’s BPO trade, in addition to the corporate’s worth of man-made knowledge. “We are using AI to make our business more efficient,” mentioned Epstein, “It’s about adopting, adapting, evolving and utilizing technology to become, not just a provider of human capital, but also technology capital.”

Epstein additionally expressed that AI isn’t about task loss, however task transformation. “Our focus is human enhancement, giving human agents the information they need to work faster and with greater accuracy, while upskilling the nearshore workforce. We are creating a way forward for career building with agents who are less bogged down by mundane tasks and can focus on building specializations and advance in the industry.”

Video shows targeted across the fresh platform’s options and advantages, together with the power to temporarily analyze knowledge throughout a much wider pattern pond, next push out the ideas in real-time, chief to suggested interventions that let for real-time training and coaching alternatives. A panel dialogue titled, “”The Day of the Tremendous Agent – Raising Touch Heart Roles with AI”, allowed leading experts, including itel’s Chief Technology Officer, Duane Williams, to explore how the power of AI-generated data is improving agent performance and ultimately customer satisfaction.

The decision to develop the technology in-house came about because it gave the company a greater ability to serve clients and meet regulatory requirements than using third party solutions. By training the AI to transcribe and analyze call data using the Caribbean accent, there is also a greater level of accuracy in the insights produced by the itelligence® platform.

By introducing and implementing this new AI platform, itel will have a leading edge over competitors and other BPO destinations because of the added value it is now able to provide to its clients. The event’s main takeaway? AI is here to stay, but so are contact centers and human interaction.

SOURCE itel