Our first guest is iQor’s Chief Digital Officer PJ Singh. PJ leads a team of technology professionals whose focus is harnessing technology, automation, and human expertise in the delivery of excellent CX for the brands that entrust us to service their customers. . PJ leads a team of technology professionals whose focus is harnessing technology, automation, and human expertise in the delivery of excellent CX for the brands that entrust us to service their customers.   

On this episode, PJ shares insights on Symphony [AI]™, iQor’s generative AI ecosystem designed to create a holistic employee experience by leveraging intelligent insights at every stage of the employee lifecycle. Read on to learn how PJ and his team harness generative AI in the BPO industry to optimize the entire employee lifecycle to deliver winning CX.  

Why iQor Is at the Forefront of Generative AI in the BPO Industry  

At iQor, we recognize the transformative capacity of generative AI impacting every industry, including BPOs. Leveraging its capabilities is a top priority. According to PJ, a strong investment in AI takes a lot of engineering. Under his leadership, the company's internal data experts are committed to high-capacity AI development across all CX processes.   

While AI technology is always evolving, iQor has longstanding investments in its potential to optimize customer service. For example, our proprietary speech analytics engine, VALDI, leverages AI to translate interaction signals into insights like customer sentiment and key topics. We have years of experience deploying commercial models to monitor <s