Our Vision for Outsourced Customer Support: Where Technology Meets Decentralised Human Expertise

In an era where customer expectations are evolving faster than ever, we have seen firsthand that enterprises need support solutions that are infinitely scalable, deeply personal and efficient to maintain a good quality/cost ratio. At Onepilot, we are redefining what outsourcing can achieve by blending decentralised human expertise with advanced AI and our proprietary technology. Our goal is to ensure that businesses deliver exceptional customer experiences while maintaining the flexibility and efficiency required in today's market.

Balancing Human Expertise and Intelligent Automation

At the core of the model we’ve built is a simple philosophy: the good AI-human mix is human for high-value tasks and AI for low-value ones. By combining highly trained agents with our smart proprietary tools, we enable businesses to handle complex, high-volume support operations without sacrificing empathy.

To achieve this, we have developed proprietary AI engines serving two missions:

• AI for management: This AI works behind the scenes to support management and improve Account manager’s efficiency. It can open new shifts dynamically, train agents thanks to our academy, run quality checks and associate the right agent to the right account thanks to a complex matchmaking process based on the person’s interests and skills.
• AI for production: For low-added-value queries, Autopilot takes the lead. It automates repetitive tasks and provides autonomous, high-quality answers to standard questions, allowing our human teams to dedicate their energy to nuanced, high-stakes customer issues.

Proven Results Across the Board

We see this synergy deliver tangible results every day for the 250+ companies that trust us like Decathlon, Victoria’s Secret, LVMH, Laura Mercier, MUJI or HomeExchange. For instance, Dashwater, a brand experiencing rapid growth, successfully reduced their support costs by 50% by switching to our homeshoring model, while increasing their number of subscribers by 15% and their AOV by 14% in 3 months.

Our technology layer allows us to move at a speed that traditional models simply can't match. A perfect example is our partnership with Qonto. As they became a leading European neobank, we mobilized over 150 agents across multiple time zones in less than two months to support their expansion.

Furthermore, our real-time workforce analytics ensure that efficiency never comes at the cost of quality. Take Shopopop, the crowdshipping platform, that maintains a customer satisfaction rate (CSAT) of over 95% while having a model that is almost entirely outsourced through us.

A Future-Ready Approach to Outsourcing

To us, this approach isn't just about efficiency, it's about building lasting relationships. By leveraging a strategic mix of human judgment and the precision of our proprietary OS and AI, we empower companies to be proactive rather than just reactive.

We are also proud that sustainability and inclusion are embedded in our DNA. By championing a remote-work model, we’ve eliminated the need for massive, carbon-heavy physical call centers while opening up opportunities for a diverse global talent pool.

Ultimately, we want to prove that outsourcing doesn’t have to be a compromise. When you combine the right technology with empowered human experts, you don't just get lower costs (20% more competitive than competitors on average), you get faster response times, higher satisfaction (93% average CSAT), and a support engine that grows with you, with the ability to increase capacity up to 100% within a week. For any enterprise navigating a complex landscape, this is the smarter, more human way forward.