TL;DR:This blog explores how AI in Customer Experience and Customer Support Automation are helping BPOs handle rising customer demands by improving response times, automating repetitive tasks, and routing queries intelligently. With tools like Kiksy.live, it highlights how AI systems are designed to support human teams, streamline workflows, and make customer service more efficient without losing the human element.
As customer expectations grow, BPOs are turning to AI for speed, scale, and consistency. From voice bots to sentiment analysis, this blog explores how AI in Customer Experience and Customer Support Automation are redefining efficiency in the BPO industry.
When was the last time you called customer care and spoke to a human instantly? Chances are, you were first greeted by an AI bot that quickly tried to understand your query based on limited inputs like past activity or initial keywords.
That's not a coincidence. It's the result of a shift in how BPOs AI technology is being used today. We're no longer talking about basic chat scripts or IVR trees. At present, advanced Natural Language Understanding (NLU) and Natural Language Processing (NLP) models can assess urgency, interpret query intent, and route conversations to the right touchpoints all in real time.
These AI technologies can handle repetitive and routine queries like order status, password resets, or account FAQs, thereby freeing up human agents to focus on complex or sensitive issues. Unlike older chatbots, today's AI systems are trained to respond naturally, even in different languages and tones.
Here are five key ways AI is streamlining operations and improving efficiency in BPO operations:
Take a Tier-1 BPO handling retail clients during the holiday season. With 200,000+ tickets per day, AI filters out 70% of common queries that involve password resets, order tracking, return policies, and so on in order to let human agents focus on more complex issues.
Across industries like telecom, banking, and eCommerce, AI's role in increasing BPO efficiency is helping teams scale smartly, reduce costs, and deliver consistent, 24x7 support. According to Deloitte,80% of contact centers are actively engaging in some stage of AI deployment.
Customer Support Automation doesn't mean removing people entirely. It means using AI to do the heavy lifting as in, responding to common issues, managing multiple conversations, and logging every detail. So in this case, we can also say that this process is not just about speed but context.
Take Kiksy.live for example. A digital human twin powered by agentic AI, Kiksy helps companies move beyond old-school helpdesks. It doesn't just send standard replies. Instead, it speaks, listens, and responds in real time. Whether it's helping someone choose a product or guiding them through a return process, Kiksy goes beyond scripted responses to autonomously manage real-world service interactions. Here's how it handles a typical refund status enquiry in a BPO setup:
This hands-free handling of refund queries improves resolution speed, reduces agent load, and ensures a seamless human fallback only when necessary.
This way, companies reduce support costs while keeping the quality of customer service high. Instead of juggling hundreds of queries a day, teams can focus on value-driven interactions. This is especially valuable in multilingual and high-pressure environments like telecom or travel, where call volumes fluctuate unpredictably. Thus, for BPOs, this shift is not just smart but very necessary to stay competitive.
Chief Executive Officer
Kavita has been adept at execution across start-ups since 2004. At KiKsAR Technologies, focusing on creating real life like shopping experiences for apparel and wearable accessories using AI, AR and 3D modeling