Alorica Launches evoAI™ to Deliver Emotionally Intelligent, Context-Aware CX
Published on April 9, 2025
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This award-winning technology propels the customer journey, seamlessly integrating AI + human expertise to deliver quantifiable business transformation results
IRVINE, Calif., April 10, 2025—Alorica Inc., a global leader in digitally-powered customer experiences (CX), today announced the launch of evoAI—a next-generation conversational AI platform. Designed for seamless, natural interactions across digital and voice channels, evoAI's hybrid architecture leverages rule-based systems for consistent and compliant handling of structured interactions while deploying advanced neural networks for nuanced, human-like responses to complex scenarios—creating an AI system that's both reliable and remarkably adaptive. Beyond delivering customer satisfaction, evoAI significantly reduces operational costs and improves efficiency by optimizing workflows, expanding self-service capabilities and equipping agents with advanced tools.
Supporting over 120 languages with near-native fluency, including regional dialects and industry-specific terminology, evoAI activates culturally sensible and hyper-personalized support, ensuring accessibility for a global customer base regardless of a user’s linguistic background. Its proprietary real-time sentiment analysis engine detects subtle emotional cues, conversation flow shift, and customer intent patterns with 96% accuracy, allowing for predictive intervention and seamless human escalation precisely when needed. Offering continuous support, evoAI provides guaranteed 24/7 availability, bolstering customer confidence and reliability. To create a truly omnichannel experience, its multi-modal CX integration architecture facilitates unified service delivery across mobile applications, websites, chatbots, Interactive Voice Response (IVR) systems, SMS and digital kiosks.
"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 center 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. Customers who feel heard and valued are more likely to stay engaged, ultimately driving long-term business success."
In recognition of its breakthrough innovation, Alorica has been honored as an 'Outstanding Organization' in the prestigious 2025 Artificial Intelligence Excellence Awards. This elite acknowledgement from the Business Intelligence Group places evoAI among the year's most transformative AI technologies. The rigorous selection process—conducted by a panel of independent industry experts and AI pioneers—evaluates entrants based on technical innovation, measurable business impact and advancement of the field. evoAI's selection from among hundreds of global competitors underscores its position at the forefront of practical AI implementation that delivers tangible results.
In enterprise deployments across multiple verticals, evoAI consistently manages nearly half of the total customer interaction volume—verified through extensive A/B testing against traditional systems—while maintaining higher satisfaction scores than conventional automated solutions. For organizations implementing evoAI, agent handling time decreased by an average of 40%, translating to millions in operational savings while simultaneously improving resolution rates. During the pilot program, this platform led to a remarkable increase in engagement rates, soaring from under 20% to 120% on the Alorica website in a three-month timespan, setting a new industry benchmark. These results showcase the power of deep machine learning models in delivering seamless, efficient and highly engaging touchpoints.
"At the core of this innovation is a commitment to augmenting, not replacing, human agents," stated Mike Clifton, Alorica’s Co-CEO. "As a trusted AI partner that handles routine tasks with exceptional precision—from complex billing inquiries to multi-step troubleshooting—evoAI enables human agents to apply their uniquely human skills of empathy, judgment, and creativity where they deliver consistently high-quality experiences. Our clients report not just efficiency gains but significant improvements in agent satisfaction and retention. We’re pushing boundaries, reimagining what’s possible and designing solutions that empower businesses to thrive in a digital-first world—and we’re excited to lead the charge in intelligent engagement.”
Custom trained in business-specific data sets, including unique call types, product portfolios and procedural knowledge, evoAI seamlessly adapts to diverse industries. From technology and software (troubleshooting, product insights), banking and finance (explaining complex offerings), retail (order tracking, refunds) and entertainment (upselling, promotions, product support), evoAI demonstrates exceptional versatility. By reducing wait times and increasing automation, evoAI improves Net Promoter Scores (NPS), customer satisfaction (CSAT) and agent productivity.
To learn more about Alorica’s digital offerings and experience evoAI in over 120 languages and dialects, visit alorica.com/alorica-innovation-lab/conversational-ai/.
About Alorica
Alorica is the global leader in designing and deploying tech-enabled customer experiences (CX) at scale. As a full-service, strategic CX partner, we combine next-gen technology and managed service expertise with a digital-first, human-focused approach. Our 100,000+ experts across 17 countries— including agents, technologists and solutionists—empower brands around the world with tailored interactions customers crave. Through our multifaceted technology portfolio and 150% YoY investment in digital innovation, our clients have access to pioneering technology and digital transformation results that include a 120% increase in engagement, 45%+ in contact reduction, and 20% in cost savings. Alorica’s proven track record of delivering best-in-class performance for 25+ years has resulted in world-class customer and employee satisfaction scores along with long-term loyalty. To learn more, visit www.alorica.com.
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Sunny Yu
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