iQor launches AI-simulated training to improve customer service performance
iQor, a provider of customer engagement and business process outsourcing (BPO) solutions, has introduced AI-simulated training within its Symphony [AI] platform.
The new training system aims to accelerate agent proficiency and improve key performance metrics such as first call resolution, handle time, and Net Promoter Score (NPS).
The AI-powered simulations create realistic customer interaction scenarios, allowing agents to practice complex tasks in a controlled setting. Developed with input from iQor’s training team, the simulations are customised to meet individual agent needs, enabling quicker skill development.
“Our AI training allows businesses to boost customer service while controlling costs,” said Pj Singh, iQor’s Chief Digital Officer. “Agents achieve full proficiency faster, leading to higher customer satisfaction. The Symphony [AI] ecosystem enhances key performance metrics like first call resolution, handle time, and NPS.”
Supporting customer experience and operational goals
The Symphony [AI] platform also incorporates real-time analytics to track agent performance, helping improve both customer acquisition and retention. Immediate feedback provided during training allows agents to refine their skills continuously. The platform is scalable, meeting the needs of both rapid onboarding and long-term support roles.
Developed in collaboration with Second Nature, the training system was tested in a proof of concept that showed improvements in customer experience, sales conversion, and agent readiness.
Ariel Hitron, founder and CEO of Second Nature, commented:
“The integration of our AI-powered platform into iQor’s Symphony [AI] ecosystem enables iQor’s agents to immerse themselves in real-world scenarios and sharpen their skills in a controlled, risk-free environment. By rapidly developing critical abilities through scalable and customisable training, agents are fully prepared to deliver outstanding customer experiences from their first day.”
