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Yoni Epstein (centre), itel’s founding chairman together with AI technique advisor, Egbert von Frankenberg, CEO of Knightfox , (left) presents itelligence to Jamaica’s Prime Minister Andrew Holness.
itel, Jamaica’s largest homegrown buyer expertise (CX) companion, final week showcased its newest synthetic intelligence (AI) innovation on the Outsource2Jamaica (O2J) regional convention in Montego Bay.
Jamaica is a regional chief within the enterprise course of outsourcing (BPO) sector, using over 50,000 people, whereas offering a variety of providers. Outsource2Jamaica, the biggest regional convention targeted on the World Providers Sector, performs a pivotal function in connecting trade leaders, showcasing the power and dedication of Caribbean outsourcers as they proceed to develop and pivot.
Now in its fifth 12 months, this 12 months’s staging of 02J, offered by the World Providers Affiliation of Jamaica (GSAJ), was developed round key themes resembling bettering productiveness, future-proofing companies, and evolving the sector by way of rising applied sciences.
Displays and round-table discussions gave attendees the chance to community, share insights and evaluate enterprise methods.
Yoni Epstein, itel’s Founding Chairman and CEO, headed a full of life panel dialogue on “Driving Excellence in Nearshore BPO.” Discussions centered on a dynamic, altering enterprise atmosphere the place an growing give attention to AI is turning into an crucial for sustaining the nearshore area’s competitiveness.
As Epstein highlighted, “We live in a time of nice technological change, the place AI options will not be simply value-adds, however are rapidly turning into desk stakes. AI offers companies the flexibility to all of the sudden pivot and scale, which in these unsure financial instances is important. This expertise additionally offers a better potential to satisfy buyer expectations, that are at all times evolving, and to search out cost-effective methods to make buyer experiences extra environment friendly and easy. However, off-the-shelf options can not at all times seize the nuances of a model or its clients, and that’s why we developed our personal inside AI fashions that may be skilled on a enterprise’ particular information.”
On the occasion, itel showcased its internally developed AI platform, itelligence – the primary of its sort to be engineered particularly for Caribbean accents, which permits a better diploma of analytical accuracy and efficiency monitoring, enhancing each contact heart effectivity, efficiency, and the general buyer expertise. It speaks to a seismic shift within the trade, the place AI is turning into not only a solution to keep world competitiveness, however a solution to assure the prosperity of Jamaica’s outsourcing sector, with organizations like itel main the best way in digital transformation.
Demonstrations of itelligence’s capabilities have been enthusiastically obtained by company and fellow trade leaders. With automated QA instruments, superior sentiment evaluation which information each buyer and agent sentiment, and real-time efficiency metrics, itel continues so as to add new AI options and options that can proceed to place the corporate, and Jamaica, as trade pioneers and innovators.
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