London, 20th April, 2021 - TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global digital Customer and Employee Experience as a Service (CXaaS) partner for many of the 'world's most iconic and disruptive brands', and NXT Generation Training announced today its partnership to deliver TTEC's patent-pending Humanify® DEI+ BOT. This innovative AI-enabled solution is focused on diversity education and trains learners on empathy, communication bias, and inclusion.
The Humanify® DEI+ BOT blends machine and human learning to give learners a baseline understanding of bias and diversity by listening to user responses and then providing measurable feedback and real-time coaching to improve the quality and outcomes of conversations. Combined with immersive dialogue, role-playing, and hands-on exercises, the Humanify® DEI+ BOT offers users the tools and confidence they need to manage uncomfortable conversations.
The Humanify® DEI+ BOT will cover a range of topics and that have been and will be released in stages;
Race: Released in January 2021
Gender: Released in February 2021
Religion: March 2021 release
Mental Health: April 2021 release
Sexual Orientation: May 2021 release
Disability: June 2021 release
Age: July 2021 release
"Diversity and inclusivity conversations are no longer topics to avoid. They are a skill for companies to master so they can be the type of workplace that attracts the best talent," said Lamont Exeter, vice president of TTEC Digital and one of the leaders of TTEC's diversity council. "TTEC's award-winning artificial intelligence technology is the first of its kind, and with it, we are preparing every TTEC employee for difficult conversations around racial and gender equity, bias, micro-aggressions, diversity, and inclusion."
The BOT's original intent was for peer-to-peer and manager-to-peer conversations in the workplace; however, the learnings go beyond and extend to how employees manage conversations with customers to deliver diverse and inclusive customer experiences.
Alistair Niederer, Head of EMEA at TTEC said; “This latest innovative AI-enabled solution is a game changer for workplace learning and will allow us to focus on diversity and inclusion education to retain and develop the brightest and best talent to create a culture of excellence.”
NXT Generation Training, an emerging leader in sustainable and scalable diversity training solutions, trained the Humanify® DEI+ BOT while TTEC developed the technology. TTEC designed the AI to complement instructor-led training and workshops, provide real-life scenario practice, real-time feedback, scoring, and coach users to apply practical experience to the information-based content.
"The partnership and release of the Humanify® DEI+ BOT marks a new milestone in diversity training for organisations globally," said Brenda L. Jones, president, NXT Generation Training. "Many organisations understand the benefits of diversity initiatives, but they currently have no way to measure the impact of their efforts. With this powerful new tool, TTEC is advancing its market position as a leader in diversity. With this technology, organisations can accelerate their diversity goals and aspirations creating meaningful change."
To learn more about the Humanify® DEI+ BOT, visit https://www.ttec.com/products/humanifydei-bot.
About TTEC
TTEC Holdings, Inc. (NASDAQ: TTEC) is one of the largest global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. Serving iconic and disruptive brands, TTEC's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step along the customer journey. Leveraging next-gen digital and cognitive technology, the Company's Digital business designs, builds, and operates omnichannel contact centre technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. The Company's Engage business delivers digital customer engagement, customer acquisition & growth, content moderation, fraud prevention, and data annotation solutions.
Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client NPS scores across the globe. The Company's nearly 61,000 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. To learn more visit us at https:www.ttec.com/EMEA
About NXT Generation Training
NXT Generation Training leverages more than 50 years of executive leadership and training experience with major corporations specializing in a variety of industries to include transportation, operations, HR, quality, sales, and service. To learn more about NXT Generation Training, visit http://www.nxtgenerationtraining.com/.