Sykes Launches AI Powered English Language Evaluator For CX Recruitment

Global contact center outsourcer Sykes has developed an artificial intelligence (AI) powered recruitment tool to evaluate the level of English for candidates who apply for bilingual customer service positions. Operational in Sykes’ Colombia operations, the software called SARA is able to ascertain the level of English capability that an applicant possesses via telephone after a short series of questions.

Sykes has been honing the AI for over a year and launched SARA in January of this year. The system handles approximately 100 interviews per day as Sykes seeks to fill 1,500 current vacancies in Colombia. This automated evaluation process removes bias and saves time for both candidates and hiring managers.

“At Sykes we are convinced that the early interaction of our candidates with artificial intelligence has a positive impact on the experience of our end customer,” says Wendy Quesada, general manager of Sykes Colombia.

Sykes currently operates in Barranquilla, Colombia’s largest city on the Atlantic coast where it also operates an English academy internally to boost the skills of its existing talent pool. The company has stated that it seeks to duplicate the success SARA is having in Colombia in other operating regions such as El Salvador, Costa Rica, México and Brazil.

“Through [SARA] our candidates will have the opportunity to be guided in detail, recruited and evaluated by artificial intelligence. And, if they fit the profile, be hired in record time,” says Sunny Ballestas, director of Human Capital and Communications in Sykes Colombia.

Interested applicants may apply by clicking here.