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When customers contact their bank, it’s rarely routine. A suspicious charge. A frozen card. A mortgage payment at risk. Their needs often extend beyond simple automation. Customers need confidence.
Concentrix’s iX Hero™ delivers exactly that. It’s the agentic AI app designed to make interactions with financial institutions faster, safer, and more human—bringing all advisor tools and intelligence together in one secure workspace.
In the video above, Francis receives an unusual transaction alert. Within moments, her advisor, powered by iX Hero, verifies her identity, reviews the policy, and raises the dispute—all in one view.
iX Hero refines every word for a calm, professional tone. Seconds later, her card is blocked, a replacement ordered, and reassurance restored.
That’s agentic AI in banking—the fusion of empathy, efficiency, and trust that defines next-generation financial service.
Banking today is built on speed, personalization, and security—but legacy systems and scattered data slow everything down. Advisors juggle multiple logins, siloed apps, and manual verifications. Customers lose confidence. Fraud teams fight fires instead of preventing them.
iX Hero changes that equation through:
iX Hero gives banking advisors confidence to act fast, accurately, and empathetically. It transforms operational workflows and customer trust in five key ways:
An AI-powered retrieval engine delivers precise answers drawn from internal knowledge—policy terms, dispute procedures, credit regulations—verified and compliant every time.
Real-time transcription and summarization reduce after-call work, capturing every decision and outcome for audit and compliance.
Targeted announcements keep advisors updated on new policies, rate changes, or fraud alerts—direct to their desktop.
Built-in analytics surface call sentiment, compliance triggers, and advisor performance to enable personalized coaching and service recovery.
Harmony and Clarity enhance pronunciation, filter noise, and preserve natural tone—so customers hear reassurance, not static
Concentrix understands financial services from the inside out. Our technology is built by the same CX architects who’ve designed secure, regulated advisor environments for decades See what iX Hero can do for you.
Agentic AI in banking acts with purpose and autonomy—reasoning through decisions, initiating actions, and orchestrating tasks across systems while keeping humans in control.
iX Hero AI guides advisors through verified steps for blocking cards or raising disputes—minimizing errors and response time.
iX Hero delivers results within weeks. Features like Harmony and Summarize deploy in 4 weeks; full rollout completes in a few months, delivering tangible AHT and CSAT gains.
Yes. iX Hero is non-intrusive and flexible, working alongside core systems without data access risks or integration overhead.
Client programs show tangible results with iX Hero—lower AHT, higher CSAT, and improved revenue without incremental costs.
