itelbpo Harnesses Gamification and Artificial Intelligence Technologies to Transform its Training and Development Across the Organization

“Creating Super Agents with Career Longevity”

(Montego Bay, Jamaica; October 16, 2019) Jamaican homegrown BPO, itelbpo, nears completion of its implementation of specialized Artificial Intelligence (AI) platform, Observe AI, to transform learning and development across the global organization. The cloud-based platform, which is being launched in a phased approach, will integrate with the organization’s adaptive learning platform to create targeted and individualized training for its team, as well as increase efficiency in training delivery.

In itelbpo’s push to achieve a focused growth plan aimed at creating 5,000 new jobs in 5 years, the Company is investing in technologies like Observe AI to enhance efficiency and keep the organization nimble. The multifaceted platform will deliver greater impact at key operational points, including quality assurance and compliance, agent coaching and training, operational improvements, data mining and sales conversions. It will touch all levels of staff, but most especially those on the frontline responsible for providing daily customer and sales experiences for itelbpo’s portfolio of brands.

As a specialized voice analysis and assessment tool, Observe AI offers seamless system integration with other cutting-edge platforms already being employed by itelbpo. With Observe AI, the call center can now undertake Quality Assurance audits on 100% of its calls and use the speech analytics to provide real-time prompts to their micro-learning platform that then creates targeted action and development plans using adaptive technologies and gamification.

Taking things one step further, Observe AI will connect with the company’s workforce solution to schedule the individualized training sessions, as well as link with a business intelligence tool to transform data into actionable business intelligence.

“Average speech analytics tools fall short in integration and workforce performance,” said itelbpo Founding Chairman & CEO, Yoni Epstein. “Observe AI is much more than just a speech analytics tool. It is intelligent and adaptable. It has the ability to integrate with other platforms and offers heightened data mining accuracy,” he added.

The technology will enhance transparency and efficiency across all levels of the organization. The end result – empowering agents, support staff and managers with critical business intelligence and performance data so they can make better decisions. It is continuous learning at its best aimed at advancing the workforce in a sophisticated delivery of customer service solutions. It will change the scope of roles and advance their team’s skills so as to prepare them for the future of a more value-added BPO industry.

“We are investing in technology that empowers and educates our team because we want people to stay with us and make their careers with us. We want them to be their best selves, and in turn, provide the best customer experiences possible,” said itelbpo’s Head of Training and Development, Shurland Buchanan. “Our Training and development unit is naturally tied to Quality Assurance assessment. Now, instead of spending large amounts of time screening calls, our training and development team can focus on engaging staff and delivering targeted and continuous coaching.”

Observe AI was developed by Former Twitter and Google employee, Swapnil Jain, and his team of top data scientists based in Silicon Valley.


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