“Can I figure out ways to reduce customer pain points… but really, can I tell you something about your business that you don't know? That's where the nuggets of value lie,” says Pj Singh, iQor's chief digital officer.

In an analysis for Nearshore Americas, Tim Zyla examines iQor's more than decade-long investment in building AI capabilities in-house. The story highlights how iQor uses interaction analytics across voice, chat, email, and text to surface customer sentiment, product issues, policy friction points, and new opportunities for its clients.

The article explores iQor's human-centered approach to AI and the role of technology in supporting more informed coaching, training, recruiting, and operational decisions. It also considers why keeping people at the center of complex customer conversations remains essential as companies evaluate automation.

Read the full feature on Nearshore Americas