Onepilot - Redefining CS Outsourcing: The Right Human-AI Mix

Onepilot Redefining CS Outsourcing: The Right Human-AI Mix

What is Onepilot?

Onepilot provides comprehensive outsourcing solutions for customer service, sales, and KYC processes. It leverages a combination of highly skilled human agents and advanced AI technology to deliver exceptional results while significantly optimizing operational costs. This approach ensures high-quality interactions across all channels and languages, with round-the-clock availability.

The service is designed to be 100% flexible, adapting to unpredictable demands and varying workloads. It features a robust technology stack that optimizes agent sourcing, training, ticket routing, and quality assurance. Furthermore, Onepilot offers data-driven dashboards and is compliant with major security and privacy standards like GPDR and ISO 18295.

Features

Heroes Hub: Onboards best-in-class agents through a customized funnel.
Academy: Offers initial and continuous training to keep agents updated on client processes.
Knowledge Base: Centralizes processes for efficient agent access.
Ticket Center: Routes tickets to the most appropriate agent for increased efficiency.
AI to supercharge humans: Automates tasks, suggests answers, analyzes data, and checks quality.
Scheduling: Provides 24/7 shift flexibility to meet service level agreements.
Quality check: Analyzes tickets to enhance agent performance.
Integrations: Connects with 20+ ticketing and back-office tools.
Monitoring: Provides real-time analytics of agent activity.

Use Cases

Customer service outsourcing
Sales and lead conversion
KYC document verification and validation
Multilingual customer support
24/7 customer service availability
Seasonal customer support scaling
Improving customer satisfaction (CSAT)
Reducing first response time (FRT)

FAQs

What industries does Onepilot serve?

Onepilot serves a wide range of industries, including B2B SaaS, C2C platforms, Ecommerce, Education, Fintech, Insurtech, Logistics, Marketplaces, Mobility, Telecommunication, Travel, and Utilities.
What languages does Onepilot support?

Onepilot supports over 35 languages, offering native speakers for a variety of regions.
What security measures does Onepilot have in place?

Onepilot is GDPR compliant and ISO 27001 and ISO 18295-1 certified. They use a proprietary VPN, device management, and a virtual machine (Cockpit) to track every action performed by agents.