Industry: BPO / Outsourced Customer Experience
An Outsourced CX Provider Accelerates Agent Ramp with AI Assistance
The operating challenge
For outsourced customer-service teams, quality has to remain consistent while new agents learn client context, tone and operating procedures. The customer evaluated Avant One's agent-assistance capability as part of that day-to-day support workflow.
The customer-reported outcome
BPO Operations Manager Maricel Santos reported that ResolveIQ Assist writes the first draft for 78% of tickets and that new hires reached senior-agent quality scores within three weeks.
Customer voice
“ResolveIQ Assist writes the first draft for 78% of tickets. New hires hit senior-agent quality scores within three weeks — unheard of for us.” — Maricel Santos, BPO Operations Manager, outsourced CX provider, Manila
What this story demonstrates
The result shows how AI assistance can reduce repetitive drafting work while supporting faster agent ramp and more consistent service quality. The customer-reported metrics above are presented as supplied in the published testimonial; no additional performance claims are inferred.
See AI assistance inside the agent workflow
Explore how Avant One can support faster drafting, agent ramp and consistent customer-service quality.