Case Study: An e-commerce client operating across Southeast Asia boosts CSAT with Concentrix Catalyst’s AI translation

a e-commerce client operating across southeast asia boosts CSAT to 80% with Concentrix Catalyst

An e-commerce client operating across Southeast Asia faced a challenge with language barriers in its customer support. As it expanded, its agents frequently received messages in languages they did not know, hurting service quality and customer satisfaction scores. The company partnered with Concentrix to address this critical gap.

Concentrix implemented its proprietary AI solution, iX Hello, to provide real-time, context-aware translation for chat and email interactions. This tool offered agents culturally appropriate and brand-aligned response suggestions. The results were a measurable 10% increase in CSAT, from 70% to 80%, and quality assurance scores rising above 90%, demonstrating the impact of Concentrix's solution.