How winning BPOs target specific ticket types.

There are certain ticket types for which humans and AI are highly complementary to each other. These are the battle ground for future BPO growth.

Humans excel at making intuitive decisions based on limited data. Also, human interaction in customer support can enhance customer experience by making the consumer feel heard and understood. But a weakness of humans is that we are slow at processing and taking action when various data points require analysis.

AI, on the other hand, is excellent at quickly analyzing and summarizing vast, disparate data sources. But, unlike humans, it is poor at making accurate decisions when it only has access to limited data. Additionally, while AI is gaining the ability to mimic compassion and empathy, it will be a long time before humans feel fully heard and understood while talking with an AI assistant.

Therefore, the ideal ticket types for BPOs to build specialties in are those that (1) are highly emotional or sensitive for the customer and (2) require the agent to quickly gather and analyze various sources of information. These types of tickets are least likely to be fully automated, while providing the greatest opportunities to drive efficiency and win more ticket volume for your human agents to handle.

Step 1:

Identify ticket types among your existing clients where you can develop proprietary expertise.

Step 2:

Build AI/ML workflows that maximize the value of your agents’ labor on that specific ticket type.

Step 3:

Win greater volumes of that ticket type from your current clients.

Step 4:

Win ticket types across entire industries.

To help BPOs,
we are introducing:

Custom AI/ML implementation for BPOs to master specific ticket types.

  • Identify ticket types where the greatest efficiencies can be achieved. Estimate the resulting handle time reduction.

  • A three-person team will handle the implementation. These three people will be an AI/ML engineer, a software infrastructure engineer, and a project manager.

  • We provide ongoing maintenance and support as requested by the client.

  • We train your staff to master the proprietary tools built for your BPO.

Let’s work together.

Learn how your BPO can stay competitive by scheduling a 30-minute discovery call.