ibex has entered into a strategic partnership with Sierra to provide large-scale AI-driven customer experience (CX) solutions by leveraging Sierra’s advanced agentic and conversational artificial intelligence solution coupled with ibex’s extensive CX operation, integration, and analytics capabilities. The partnership looks forward to helping international businesses develop and implement end-to-end AI agents that would be capable of automating high volumes of repetitive customer support processes, as well as transferring difficult tasks to human agents. Through journey mapping and automation opportunities identification, the integrated solution will not only facilitate faster deployment periods—cutting down on months to weeks—but also optimize business processes and increase ROI.
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There have already been some early successes, with one such instance being the integration of AI voice agents by ibex in cooperation with Philippine Airlines to achieve greater scalability and improved CX. Furthermore, ibex and Sierra are engaged in several different deployments spanning many industries including retail, healthcare, fintech, and logistics, owing to the rising demands from enterprises for the adoption of AI-first CX transformations. Altogether, this indicates a larger trend towards agentic AI when it comes to customer experience, in which AI systems are responsible for orchestrating CX services.