INDUSTRY
Business Process Outsourcing (BPO)
USE CASE
Customer service operations • Agentic workflow automation
PRODUCTS
One Platform. Every Client. Fully Orchestrated.
About
A global business process outsourcing (BPO) provider sought to modernize large-scale customer service operations across multiple enterprise clients. The organization partnered with Uniphore to evolve from AI-assisted service to AI-orchestrated operations — expanding from targeted agent performance improvements into a platform-level transformation across its entire client portfolio.
Challenge
While prior AI deployments improved visibility into interactions, they did not fundamentally automate service workflows. Agents still relied heavily on manual processes, and AI insights remained advisory rather than operational.
The organization needed a platform capable of moving from AI-assisted service to AI-orchestrated operations — without compromising data security across client environments.
Solution
In Phase 1, Uniphore deployed Customer Service AI capabilities across enterprise accounts, enhancing agent performance, consistency, and service quality.
Phase 2 enabled the organization to evolve its AI scope beyond tactical improvements. Using the Business AI Cloud:
- Domain-specific SLMs were developed to support BPO workflows
- Agentic orchestration enabled automation of structured service processes
- Governance and guardrails ensured secure multi-tenant operation across client accounts
The Business AI Cloud became a unifying layer across data, models, and execution environments.
