The Green Sheet Online Edition
January 26, 2026 • 26:01:02
Accelerate brand experiences with agentic AI
Concentrix Corp., a global technology and services provider, launched a new suite of pre-built, emotionally aware conversational AI agents designed to help brands add agentic AI to their customer interactions faster and with less complexity.
Built for organizations that want to transform operations without developing AI from the ground up, the new offering provides ready-to-deploy agents that can answer questions, track orders, schedule appointments, and handle collections and payments while adapting to each client's brand voice, the company stated.
The initial starter kit includes four agentic AI agents focused on the most common customer service use cases: product support, order status, appointment scheduling and collections.
What differentiates Concentrix's approach is its emphasis on emotional intelligence alongside automation. The conversational agents are designed to recognize changes in tone, respond with empathy, and adjust interactions based on customer behavior. They also account for cultural and linguistic nuances, enabling more natural and effective engagement across global markets, Concentrix noted.
The new agents reflect Concentrix's experience designing and delivering brand interactions at scale. Rather than positioning AI solely as a cost-reduction tool, the company aims to help brands use agentic AI to strengthen relationships and improve outcomes across the customer journey.
Nespresso partnered with Concentrix to implement advanced conversational AI technologies as part of its broader customer engagement strategy. According to Elena Staehli, head of Nespresso's Customer Relationship Center, the collaboration enhanced both B2C and B2B interactions while improving service efficiency and responsiveness. The implementation also supported frontline employees by giving them tools and training to deliver higher-quality service.
"Our new agents help companies move faster, with more confidence, to create lasting value with AI," said Chris Caldwell, president and CEO of Concentrix. He noted that the pre-built agents allow organizations to shift AI from a back-office efficiency play to a relationship-building and growth-driving capability.
Each agent is developed within Concentrix' Agentic Operating Framework and built using iX Hello, the company's agent-building platform within its Intelligent Experience (iX) product suite. As with all iX products, the conversational agents adhere to ISO-certified standards for secure, responsible and trustworthy AI.
Available globally, Concentrix's pre-built agentic AI agents are designed to help brands deploy AI with speed, confidence, and a clear focus on human-centered engagement. Visit www.concentrix.com for further information.
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