Onepilot

Combining human agents with AI for customer care, sales, and KYC.

Human agents are available around the clock.

AI enhancement helps reduce operational costs.

Adapts to client needs in terms of time, channels, and scale.

Offers extreme flexibility in service delivery.

Access to over 2K experts dedicated to improving CSAT.

No hidden costs in their pricing model.

AI-oriented tech powers their operations.

Process for finding and recruiting agents.

Training agents on processes and skills.

The core service of handling customer inquiries.

Ensures high service quality.

AI matches agents to customers and manages shift availability.

Centralizes processes and suggests answers for agents.

Routes tickets to the right agent and provides an overview.

Provides overviews and custom dashboards with valuable insights (e.g., tickets treated, CSAT, most used processes).

Prioritizes data security and compliance.

Provides personalized dashboards for data monitoring.

Manages customer interactions and live operations.

Focuses on converting prospects and upselling clients.

Handles document management and validation.

Onboards best-in-class agents with a customized funnel.

Provides initial and continuous training, kept up-to-date on client processes.

Centralizes and improves processes collaboratively.

Routes the right ticket to the right agent for efficiency.

AI automates tickets, finds processes, suggests answers, analyzes data, and checks quality.

Allows opening or closing shifts 24/7 to meet SLAs.

Analyzes each ticket to improve agent skills and identify bad quality.

Connects with 20+ ticketing and back-office tools (e.g., Salesforce, Zendesk, Intercom, Shopify, etc.).

Provides live analytics of agent activity.

Offers multilingual support.

Predicts which agent will best answer each ticket based on 40M+ interactions.

AI identifies tickets that can be pre-solved with >85% accuracy.

Identifies customer sentiment (e.g., angry customer).

Generates tailored reports for continuous improvement.

Pinpoints tickets where agents could improve skills.

Fully automatic or agent-supervised automated responses for simple queries.

Adheres to best information security practices.

Certified for providing best customer care services.

Internal tool for secure data handling, device management, and tracking agent actions.

Protects personal data and collects only necessary information.

Aims to delight end-users with efficient, fast, and round-the-clock answers (93% CSAT cited).

Autonomous and proactive in improving processes (0.8% escalation rate cited).

Achieves quick response times (23 min for Email, 20 sec for Chat).

Answers 92% of calls in less than 30 seconds.

Engaged agents lead to reduced churn (4.8/5 Agent NPS).

Ability to significantly scale volume handled.

Provides continuous support.