ibex 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.

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. 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.