Alorica has introduced evoAI, a conversational AI platform designed to redefine how brands engage with customers. Blending rule-based logic with advanced neural network intelligence, evoAI delivers consistent compliance in structured interactions and fluid, human-like responses when navigating more complex conversations.
“Under the leadership of our chief digital & technology officer Harry Folloder and the Alorica IQ team, we’ve brought to life a solution that embodies our vision for the industry’s future—where thoughtful integration of advanced artificial intelligence and the irreplaceable human touch transforms CX from a cost centre to a strategic business driver,” shared Max Schwendner, Alorica’s Co-CEO. “By accelerating resolution times through empathetic, context-aware dialogues and proactively anticipating user needs, evoAI dramatically strengthens brand trust and loyalty.”
evoAI’s design is centred on adaptability and intelligence. With support for over 120 languages—including regional dialects and industry-specific jargon—it offers hyper-personalised, culturally aware experiences that resonate with a truly global audience.
The platform’s proprietary sentiment detection engine identifies tone, emotional shifts, and intent with an impressive 96% accuracy, allowing companies to predict when to escalate conversations to live agents—without customers having to ask.
Optimising service at scale
By streamlining workflows and boosting self-service options, evoAI drives significant reductions in operating costs while enhancing customer satisfaction. For frontline teams, evoAI acts as a force multiplier, providing agents with real-time insights and intelligent guidance, increasing productivity and reducing average handling times by as much as 40%.
With a unified omnichannel architecture, evoAI ensures seamless integration across platforms—mobile apps, chat, voice, IVR, SMS, and even kiosks—providing always-on, always-consistent experiences. Whether tracking an order, resolving account issues, or delivering promotional offers, evoAI adapts to each brand’s unique workflows and customer needs.