ibex, a leading global provider of business process outsourcing (BPO) and customer engagement technology solutions, and Sapling.ai announced a new partnership to leverage Sapling’s AI-powered messaging assistant technology as part of ibex’s award-winning Wave X platform to empower agents to deliver an even greater customer experience (CX), across diverse use cases.
Sapling’s language model-powered solutions generate relevant responses from a team response bank, provide deep learning-driven autocomplete suggestions across all messaging platforms, and offer a shared knowledge library for blazing fast search. These technologies provide real-time suggestions to help sales, support, and success teams compose more effective and personalized responses.
“We are delighted to partner with Sapling to leverage its leading-edge AI messaging assistant technology,” said Jim Ferrato, CIO at ibex. “We are committed to delivering industry-leading CX and this partnership is another step toward building and refining our AI-enabled Wave X platform with the latest technology available today. Integrating Sapling’s AI assistant as part of Wave X will enable us to enhance agent performance, optimize customer interactions, and deliver greater customer satisfaction.”
In a recent 60-day pilot program for one of the world’s largest logistics companies, ibex deployed Sapling as part of Wave X for 120 of its agents. The results were dramatic, with significant improvements in Average Response Time, reduced Average Handle Time, and quality, which drove higher customer satisfaction.
“Sapling is thrilled to partner with ibex as part of the Wave X platform,” said Ziang Xie, co-founder and CEO of Sapling. “Having seen ibex’s business intelligence frameworks for identifying rich CX insights and trends, we know that ibex will continue to offer proactive, industry-leading solutions for its clients. As part of the Wave X solution suite, Sapling’s generative AI technology will help ensure that customer-facing business interactions remain of the utmost quality and timeliness.”
ibex’s Wave X offering includes Business Intelligence services, Customer Journey Mapping, Value Stream Mapping, and Customer Complexity Analysis.
ibex is redefining the future of customer and brand interactions through the seamless integration of world-class contact center services and AI-enabled technologies. Driving innovation through technology partnerships is an essential component of its strategy to usher in the next generation of customer and employee experiences.