Our client, a leader in the tech industry, set its sights on elevating the performance and user experience of its AI-enabled technology. To truly excel in the AI race, it recognized the necessity for its large language models (LLMs) to generate responses that were accurate, natural-sounding, and relevant. This goal spanned multiple global operating locations, adding layers of complexity to an already intricate challenge.
Because of this, the client needed a partner that could seamlessly train its LLMs across a spectrum of topics and grow the models’ linguistic prowess to master local nuances and dialects. This required an agile solution capable of scaling to various types of content, all while delivering optimal performance on a global stage.
To address these challenges, we formed a high-performing, cross-functional team of annotators dedicated to providing the client’s AI-enabled technology with continuous supervised fine-tuning (SFT) and reinforcement learning with human feedback (RLHF). Following the high security standards that Concentrix follows and prides itself in, we created a secure environment using technology that had multiple layers of protection to ensure client and Concentrix systems were protected beyond the expectations of the client. Key components of our solution included:
“Concentrix didn’t just stop at improving our AI technology. They helped us reach a higher level of productivity and reduced costs within our organization.”
Consistent quality: Users benefited from consistently high-quality AI interactions, with a 96% average quality score that ensured trust, clarity, and usability from day one.
Enhanced performance: Productivity gains of 33%, accelerating insights, decisions, and experiences.
Sustainable sourcing model: A flexible, human-in-the-loop sourcing model ensured scalable, sustainable support—ready to flex as customer needs and market demands evolve.
Cost efficiency: The initiative delivered a 10% reduction in Total Cost of Ownership (TCO).
The scope of our collaboration also included a trust & safety component, where our team is tasked with reviewing sensitive content across both text and images. In addition to resulting in an extended partnership, the outcomes included a new scope of services, including content moderation—a critical component of the client’s strategic push for AI improvements.Â
