Transform Your BPO with AI-Powered Solutions
Elevate customer engagement, streamline operations, and accelerate agent training across all your client accounts. Create personalized customer interactions that improve your clients' KPIs and dramatically reduce your operational costs.
BPO Impact Metrics
Reduction in repetitive Tier-1 customer inquiries through AI-powered self-service and automation.
Increase in First Contact Resolution (FCR) rates by accurately routing and resolving common issues instantly.
Decrease in Average Handle Time (AHT) by automating initial data collection and verification before agent handoff
Faster onboarding and time-to-proficiency for new BPO agents across different client accounts.
Why BPO Leaders Choose KON
BPO providers face constant challenges with high interaction volumes, low agent productivity, strict client SLAs, and high operational costs. KON's BPO Suite addresses these challenges with AI-powered solutions that boost client KPIs and streamline contact center operations.
Automated Tier-1 Resolution
AI avatars automatically handle and resolve common Tier-1 inquiries 24/7, reducing agent workload on basic questions by up to 40% and lowering cost-to-serve.
30% More Time for Complex Cases
Automating simple queries frees up your agents' time by 30%, letting them focus on complex, high-value interactions that require empathy and a human touch.
Serve Global Clients Seamlessly
Provide multilingual support (100+ languages supported) for your international clients, ensuring high-quality service from your global delivery center in Dubai.
Exceed Client SLA Targets
Instant AI responses and efficient routing improve key metrics like Average Handle Time (AHT) and First Contact Resolution (FCR), helping you consistently meet and exceed client Service Level Agreements.
Offer 24/7 Multilingual Support
Our virtual agents act as an always-on, multilingual front line, ensuring you can offer 24/7 support for any client, in any time zone, without needing to scale your human team proportionally.
10x Interaction Handling Capacity
Expand your capacity to handle 10 times the volume during a client's peak season (like a retail client's Black Friday sale) without needing to hire and train temporary staff.
How We Optimize Your Client Service Delivery
Streamline your contact center operations with AI-powered solutions that boost agent productivity, enhance the end-customer experience for your clients, and drive better outcomes against your Service Level Agreements (SLAs).
Maximize Agents' Focus on High-Value Interactions
Automate routine Tier-1 inquiries so your agents can spend more time on complex problem-solving, de-escalation, and revenue-generating activities like upselling, which directly benefit your clients.
Drive Proactive Client Performance Strategy
Leverage real-time analytics to instantly identify common customer issues for a specific client, predict contact volume fluctuations, and proactively suggest improvements to meet and exceed KPIs.
Deliver Personalized Customer Support at Scale
Provide every customer with tailored, accurate responses based on your client's specific knowledge base, dramatically improving First Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores.
Streamline Contact Center Operations
Eliminate manual bottlenecks with automated workflows for ticket creation, data verification, post-call summaries, and routing inquiries to the correctly skilled agent.
Deliver on Global Service Contracts
Connect with your clients' global customer bases with multi-language support—over 100 languages, ensuring consistent, high-quality service from your delivery centers in the GCC.
Guarantee 24/7 Multilingual Support
Ensure your BPO can offer instant, expert support around the clock for any client, meeting the demands of their international customers from a central hub like Dubai.
Integrate with Your BPO Tech Stack
Our solution fits seamlessly into your current contact center platforms, including CRM, helpdesk, and telephony systems, minimizing disruption and accelerating ROI across all client accounts.
Empower Your Entire Operations Team
Equip Tier-1 agents, subject matter experts, and team leaders with intelligent virtual assistants that resolve common issues, provide agent assistance, and manage quality assurance checks.
Comprehensive BPO Features
24/7 Multichannel Customer Support
Interactive AI avatars provide instant, accurate answers to common questions across chat, voice, and social channels, fully trained on each specific client's knowledge base.
Automated Ticket Triage & Skill-Based Routing
AI-powered triage to instantly categorize incoming queries and route them to the agent with the correct skill set and language proficiency for that specific client account.
Agent Training & De-escalation Simulation
Virtual simulations for handling difficult customer de-escalations, practicing compliance scripts, and mastering your specific contact center software.
Client Performance Analytics
AI assistants for automating reports on KPIs like CSAT, FCR, and Average Handle Time (AHT) for each client, providing real-time performance dashboards for your managers.
Client Account & SOP Training
Interactive modules to rapidly train new agents on the specific products, services, and Standard Operating Procedures (SOPs) of any new client you onboard.
Automated Quality Assurance (QA)
AI-powered analysis of interactions to automatically score calls and chats against your quality rubric, identifying coaching opportunities for agents and ensuring compliance with client standards.
Deployment Roadmap: Activating Your AI BPO Avatar
A comprehensive roadmap to successfully deploy AI-powered avatars into your BPO, ensuring seamless agent adoption and maximum impact on your operational efficiency and client satisfaction scores.
Workflow & Tech Stack Assessment
- Review your current contact center platforms (Helpdesk, CRM, Telephony) and core customer interaction workflows for key clients.
- Identify key friction points like high Average Handle Time (AHT), low First Contact Resolution (FCR), and repetitive agent tasks where an AI avatar can drive the most value.
- Engage BPO operations leadership, quality assurance teams, and senior agents for feedback on strategic priorities.
Integration
- Seamlessly connect the AI avatar with your helpdesk software and CRM.
- Ensure secure and reliable data flow, with the ability to create separate, secure knowledge bases for each individual client account.
- Customize the avatar's scripts, tone of voice, and compliance protocols to perfectly match each client's brand and requirements.
Team Enablement
- Provide hands-on training for your agents, team leaders, and quality assurance staff.
- Offer practical guides and real-world scenarios (e.g., handling a support call for a major Dubai-based airline client, processing a claim for a global insurance client) to build confidence.
- Establish ongoing support channels for troubleshooting and sharing best practices.
Phased Rollout
- Start with a pilot program for a specific client account or a single channel, like handling all inbound chat inquiries for one contract.
- Monitor usage, collect agent feedback, and measure impact on key BPO KPIs like AHT, FCR, and client-reported CSAT scores.
- Gradually expand to more client accounts and service channels, continuously optimizing based on performance data and client feedback.