About Onepilot
Onepilot is a customer care software from Onepilot that supports sales and KYC across all languages and channels. It combines 24/7 customer service, 10x volume handled, and a +25% increase in CSAT so organizations can address customer needs efficiently. The platform utilizes the best human agents available, improved by AI technology, to reduce costs by up to 50%. This flexibility allows businesses to respond effectively during emergencies while maintaining quality service standards. Key capabilities: 24/7 customer support supports multiple languages scalable service volume AI-improved operations cost-efficient solutions Best for: organizations that need reliable customer care and prospecting services.
Onepilot stands out in the realm of customer experience solutions by reimagining the traditional customer service software model. Rather than offering a platform for internal teams to manage, Onepilot delivers a fully outsourced, AI-enhanced customer service operation. Its service model is deeply rooted in blending human expertise with artificial intelligence to handle a wide range of customer-facing tasks, from support and sales to compliance-heavy KYC processes. This hybrid approach appeals especially to companies seeking a flexible, high-performance customer experience solution without the overhead of hiring, training, and managing an internal support team. With a stated 93% CSAT score and ability to scale dramatically in response to demand, Onepilot presents itself as a reliable partner for fast-growing startups and established enterprises alike. What truly differentiates Onepilot is its AI-powered yet human-centric framework. While AI is embedded at the core, the customer still interacts with a real human agent, ensuring empathy and contextual understanding. The AI handles pre-solving tickets with high accuracy, suggests responses, routes tickets intelligently, and provides continuous learning and quality analysis.
Pros & Cons
- +AI-Enhanced Customer Support: Provides human agents backed by AI for efficient and cost-effective customer service.
- +Flexible & Scalable Operations: Adapts to business needs with 24/7 multilingual support across multiple channels.
- +Advanced Ticket Management & Routing: Uses AI to optimize ticket handling, improving resolution speed and accuracy.
- +Customizable CRM & Analytics: Offers dashboards with valuable insights into customer interactions.
- +Industry Versatility: Supports various sectors, including e-commerce, fintech, insurance, and logistics.
- +Security & Compliance: Adheres to GDPR and ISO certifications for secure data handling.
- −Integration Requirements: Businesses must ensure compatibility with their existing systems.
- −AI Dependence: While human agents are involved, AI automation plays a significant role, which may not suit all customer service models.
- −Subscription-Based Costs: Pricing depends on the volume of interactions and selected services.
- −Learning Curve for Customization: Companies may need time to optimize Onepilot’s tools for their specific needs.
Features
Key features
- AI-Enhanced Human Agents (Hybrid Model)
- Onepilot offers the best human agents available 24/7, significantly enhanced by proprietary AI to reduce costs by up to 50%. This hybrid model ensures a human touch while leveraging AI for efficiency and cost-effectiveness.
- 100% Flexible Service Delivery
- They adapt to client needs in real-time, offering flexibility in terms of agent availability (any day, time, location), channels (email, calls, chat), and the ability to scale up or down based on emergencies. This high adaptability is a key differentiator in outsourcing.
- Proprietary AI for Core Operations (e.g., Ticket Routing, Pre-solving)
- Onepilot leverages its unique AI for critical internal processes like optimizing ticket routing (predicting the best agent), pre-solving tickets with high accuracy, and suggesting answers to agents. This AI optimizes the efficiency and quality of their human agents.
- Comprehensive Agent Management (Heroes Hub, Academy, Quality Check)
- They manage the entire agent lifecycle, from onboarding "best in class agents" via a customized funnel (Heroes Hub) to providing continuous, up-to-date training (Academy) and rigorous quality checks for every ticket. This ensures consistently high-quality service.
- Unified Data & Analytics (Custom Dashboards & Insights)
- Onepilot provides clients with full transparency through custom dashboards and valuable insights into tickets treated, CSAT scores across channels, most used processes, and agent performance. This data-driven approach allows clients to monitor their CX.
- Multi-language and Multi-channel Coverage
- They offer customer care, sales, and KYC services across "all languages and channels" (35+ languages covered), enabling clients to scale globally and provide localized support.
Additional features
- AI & Humans Hybrid Model
- Combining human agents with AI for customer care, sales, and KYC.
- 24/7 Agent Availability
- Human agents are available around the clock.
- Cost Reduction (up to 50%)
- AI enhancement helps reduce operational costs.
- 100% Flexible Service
- Adapts to client needs in terms of time, channels, and scale.
- Any Day, Time, Agent Location, Channel
- Offers extreme flexibility in service delivery.
- Best-in-Class Agents
- Access to over 2K experts dedicated to improving CSAT.
- Transparent Pricing
- No hidden costs in their pricing model.
- Unique and Efficient Proprietary Technology
- AI-oriented tech powers their operations.
- Agents Sourcing
- Process for finding and recruiting agents.
- Agent Training
- Training agents on processes and skills.
- Tickets Solving
- The core service of handling customer inquiries.
- Quality Insurance
- Ensures high service quality.
- Auto Scheduling (AI)
- AI matches agents to customers and manages shift availability.
- AI Knowledge Base
- Centralizes processes and suggests answers for agents.
- Ticket Center
- Routes tickets to the right agent and provides an overview.
- Analytics
- Provides overviews and custom dashboards with valuable insights (e.g., tickets treated, CSAT, most used processes).
- Security (GDPR, ISO 18295, Cockpit)
- Prioritizes data security and compliance.
- Custom Dashboards
- Provides personalized dashboards for data monitoring.
- Customer Care Service
- Manages customer interactions and live operations.
- Sales & Retention Service
- Focuses on converting prospects and upselling clients.
- KYC (Know Your Customer) Service
- Handles document management and validation.
- Heroes Hub
- Onboards best-in-class agents with a customized funnel.
- Academy
- Provides initial and continuous training, kept up-to-date on client processes.
- Knowledge Base
- Centralizes and improves processes collaboratively.
- Ticket Center (Routing)
- Routes the right ticket to the right agent for efficiency.
- AI to Supercharge Humans
- AI automates tickets, finds processes, suggests answers, analyzes data, and checks quality.
- Scheduling
- Allows opening or closing shifts 24/7 to meet SLAs.
- Quality Check (AI-powered)
- Analyzes each ticket to improve agent skills and identify bad quality.
- Integrations
- Connects with 20+ ticketing and back-office tools (e.g., Salesforce, Zendesk, Intercom, Shopify, etc.).
- Monitoring
- Provides live analytics of agent activity.
- 35+ Languages Covered
- Offers multilingual support.
- Optimize Ticket Routing (AI)
- Predicts which agent will best answer each ticket based on 40M+ interactions.
- Pre-solve Tickets (AI)
- AI identifies tickets that can be pre-solved with >85% accuracy.
- Sentiment Analysis
- Identifies customer sentiment (e.g., angry customer).
- Custom Reports
- Generates tailored reports for continuous improvement.
- Identify Bad Quality (AI)
- Pinpoints tickets where agents could improve skills.
- Answer Easy Tickets (AI)
- Fully automatic or agent-supervised automated responses for simple queries.
- ISO 27001 Certified
- Adheres to best information security practices.
- ISO 18295-1 Certified
- Certified for providing best customer care services.
- Cockpit (Proprietary VPN)
- Internal tool for secure data handling, device management, and tracking agent actions.
- GDPR Compliant
- Protects personal data and collects only necessary information.
- CSAT Improvement
- Aims to delight end-users with efficient, fast, and round-the-clock answers (93% CSAT cited).
- Reduced Escalation Rate
- Autonomous and proactive in improving processes (0.8% escalation rate cited).
- Fast First Response Time (FRT) for Email & Chat
- Achieves quick response times (23 min for Email, 20 sec for Chat).
- High Call Answer Rate
- Answers 92% of calls in less than 30 seconds.
- High Agent NPS
- Engaged agents lead to reduced churn (4.8/5 Agent NPS).
- 10x Volume Handling
- Ability to significantly scale volume handled.
- 24/7 Customer Service
- Provides continuous support.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About Onepilot
Onepilot is a customer care software from Onepilot that supports sales and KYC across all languages and channels. It combines 24/7 customer service, 10x volume handled, and a +25% increase in CSAT so organizations can address customer needs efficiently. The platform utilizes the best human agents available, improved by AI technology, to reduce costs by up to 50%. This flexibility allows businesses to respond effectively during emergencies while maintaining quality service standards. Key capabilities: 24/7 customer support supports multiple languages scalable service volume AI-improved operations cost-efficient solutions Best for: organizations that need reliable customer care and prospecting services.
Onepilot Details
Onepilot's In-App Market Place
Does Onepilot have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
Usd ($), Eur (€), Gbp (£), Jpy (¥), Aud (A$), Cad (C$), Chf (Fr), Cny (¥), Sek (Kr), Nzd (NZ$)
Pros & Cons
- AI-Enhanced Customer Support: Provides human agents backed by AI for efficient and cost-effective customer service.
- Flexible & Scalable Operations: Adapts to business needs with 24/7 multilingual support across multiple channels.
- Advanced Ticket Management & Routing: Uses AI to optimize ticket handling, improving resolution speed and accuracy.
- Customizable CRM & Analytics: Offers dashboards with valuable insights into customer interactions.
- Industry Versatility: Supports various sectors, including e-commerce, fintech, insurance, and logistics.
- Security & Compliance: Adheres to GDPR and ISO certifications for secure data handling.
- Integration Requirements: Businesses must ensure compatibility with their existing systems.
- AI Dependence: While human agents are involved, AI automation plays a significant role, which may not suit all customer service models.
- Subscription-Based Costs: Pricing depends on the volume of interactions and selected services.
- Learning Curve for Customization: Companies may need time to optimize Onepilot’s tools for their specific needs.
Onepilot's Support Options
Email Address
hello@onepilot.coOnepilot's Alternatives
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