Alorica Unveils Advanced Conversational AI evoAI™ to Deliver More Intuitive, Proactive and Context-Aware CX, Taking a Major Leap Forward in Intelligent Engagement

Published on March 26, 2025

This new technology drives customer loyalty, empowers agents and delivers transformative business results

IRVINE, Calif., April XX, 2025—Alorica Inc., a global leader in digitally-powered customer experiences (CX), today announced the launch of evoAI—a next-generation conversational AI platform developed by Alorica IQ Labs, the company's dedicated innovation incubator. Designed for seamless, natural interactions across digital and voice channels, evoAI combines rule-based systems for structured conversations with advanced neural networks for more complex, natural and dynamic engagement. This hybrid approach enhances CX by optimizing efficiency, personalizing touchpoints and proactively resolving customer needs. 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 100 languages, evoAI activates culturally sensible and hyper-personalized support, ensuring accessibility for a global customer base regardless of a user’s linguistic background. Its sophisticated real-time sentiment analysis engine detects emotional cues and conversation shifts, allowing for effortless escalation to human agents when necessary. 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.

"evoAI embodies Alorica’s vision for the industry’s future— where thoughtful integration of advanced artificial intelligence and the irreplaceable human touch can transform CX," said Mike Clifton, Co-CEO, Alorica. "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."

By handling up to 50% of call volume, evoAI enables human agents to focus on complex, high-value tasks, significantly reducing wait times and improving overall productivity and operational efficiency. The implementation of evoAI gives brands the ability to generate measurable business outcomes, including a 20% increase in customer conversion rates and a 40% reduction in agent handling time. During the pilot program, this platform led to a remarkable increase in engagement, 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 interactive touchpoints.

"At the core of this innovation is a commitment to augmenting, not replacing, human agents," said Max Schwendner, Co-CEO, Alorica. "As a trusted sidekick, adeptly handling routine tasks—such as billing inquiries, appointment scheduling, and basic troubleshooting—evoAI enables human agents to focus on high-value, interactions. This scalable technology empowers agents to apply their expertise where it matters most. And a more fulfilled and motivated workforce translates to better service, stronger customer relationships, and ultimately, a more dynamic and impactful experience.”

Custom trained on 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.

“I am incredibly proud to introduce evoAI as it is a testament to our relentless pursuit of innovation in the space,” states Harry Folloder, Chief Digital & Technology Officer, Alorica. “This allows for both efficiency in handling routine queries and adaptability in managing unique customer scenarios, ensuring a consistently high-quality experience. At Alorica IQ Labs, we don’t just create technology—we push boundaries, reimagine possibilities and design solutions that empower businesses to thrive in a digital-first world, and we’re pumped to lead the charge in intelligent engagement.”

Alorica has been honored as an Outstanding Organization in the 2025 Artificial Intelligence Excellence Awards, presented by the Business Intelligence Group, for its groundbreaking technology, evoAI. This prestigious recognition highlights the company’s commitment to innovation and its contributions to advancing artificial intelligence. Winners are selected by a panel of industry experts who evaluate nominees based on their creativity, impact, and measurable success in AI-driven solutions.

To learn more about Alorica’s digital offerings and experience evoAI in over 100 languages, visit www.alorica.com/alorica-iq.

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.

Media Contact:
Sunny Yu
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Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST), NMLS 950746. Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.