AI in email support for BPO industries

We built a Zendesk email assist AI agent and it's handling a full quarter’s work for one human support rep. Here's the step-by-step flow: 1. User sends a complex or nuanced product question to support@voiceflow.com 2. Tico (our AI agent) reviews the question and passes the content and intent. 3. The most fitting knowledge base is tapped via confidence level. 4. A personalized, accurate & highly-specific response is drafted. 5. The draft is slotted into Zendesk as a private comment. 6. Our team reviews, tweaks if necessary, and sends it to the user. This has slashed the onboarding and training time for support staff that's typically slowed down by the complexity of the product. The impact? ✅ Our support team is no longer just keeping up; they’re ahead, delivering faster, sharper responses. ✅ Customers feel understood, their issues addressed with pinpoint accuracy, boosting our CSAT scores. ✅ Tico’s continuous learning means every interaction makes it smarter, ready for even the most nuanced queries. So far, Tico Assist is tackling over 2000 tickets - a full quarter’s work for one human support rep, for less than the price of lunch. If you’re navigating high support volumes with a lean team, this type of Zendesk AI Assist Agent can help blend automation with quality for your customers. P.S. Tico doesn’t just fetch any answer. It pulls from the most relevant knowledge base (e.g. a technical code response for a developer question). From my post last week, this multi-knowledge base strategy is something that I think we will see much more of in CX this year.

Everyone’s talking about AI, but not many are showing what it actually does in a live BPO. At XtendOps, we ran Copilot for a full year—handling 100,000 tickets a month, working hand-in-hand with our agents. Here’s what happened: ✅ 74–77% of tickets handled with AI ✅ 24% faster handle times ✅ CSAT held steady at 92–94% ✅ New hires ramped up 7 weeks faster This wasn’t a pilot or a demo. It was real people and AI collaborating every day to deliver better support. I haven’t seen any other BPO share numbers like this. If you want to see what GenAI can really do for CX, check out this case study 👇

From AR Inbox Overload to Instant Response: How AI Is Transforming Enterprise AR Here’s an example of how Emagia is helping a global enterprise improve order-to-cash customer experience with AI agents. The challenge: - More than 20 email inboxes receive accounts receivable correspondence from customers across multiple business units and product lines. - The company receives thousands of customer emails every day, which are manually handled by hundreds of AR staff. - Each email required the team to research and find the correct supporting documents, seek approvals from managers, and respond to the emails manually. The result? Long response times and a subpar customer experience from the AR team. The AI-first Solution approach: The CFO and VP of Finance adopted an AI-first strategy to enhance the customer experience with the AR process. Enter Gia—Emagia’s AI copilot for finance teams. Gia now:  ✅ Reads all AR inboxes and categorizes all incoming AR emails  ✅ Identifies requests (statements, invoices, disputes, remittances, credit, etc.)  ✅ Drafts accurate, same-day replies using generative AI  ✅ Attaches the right supporting documents  ✅ Routes exceptions to human agents with governance controls in place Guardrails are in place to govern Gia’s responses—including approved content templates and clear policies on when to reply automatically and when to escalate to a human AR agent’s queue. 🚀 The Results:  ✅ 80%+ of customer emails now get same-day responses  ✅ Improved customer experience with faster, more accurate communication  ✅ Reduced load on AR, sales, and support teams dealing with customer-related issues AR teams then shift their focus from manual work to improving strategic business outcomes.  This is what autonomous finance looks like in practice—AI not just automating but transforming how enterprise finance operates to serve customers better.  👉 Build your AI Agent: https://lnkd.in/gr9AYPd4   The future isn’t coming. It’s already here—with Emagia. #AgenticAI #Emagia #GiaOrchestrationStudio #AutonomousFinance #AIinFinance #CFO #Financeinsights #Thoughtleadership #EmagiaAI