Explore the AI-driven BPA capabilities that boost your customer experience—and the key questions to ask your next BPO partner.
AI-driven business process automation (BPA) is transforming the way in which modern BPOs deliver seamless, personalized customer experiences while maximizing operational efficiency. By processing large volumes of customer data in real time, BPA automates routine tasks and streamlines workflows.
Brands increasingly rely on these tools to enhance their customer experience (CX), whether managing it in house or through a trusted BPO partner. Pipefy, an AI-powered BPA solution, surveyed its users and found that 48.1% use process automation for customer support. And 50% of respondents strongly agree that automation is critical for delivering CX at scale, according to a CX Network survey.
Here are seven BPA features to look for—and the questions to ask—to gauge a BPO’s expertise and help you find the partner that will redefine your customer engagement strategy.
1. WORK SEAMLESSLY WITH INTEGRATED PROCESS AUTOMATION
AI-driven process automation should integrate seamlessly with your existing systems, like EHRs, CRMs, and ERPs. Otherwise, you risk creating more complexity—not alleviating it. Effective integration means fewer handoffs, faster resolution times, and happier customers.
Questions to ask potential BPO providers:
2. BOOST CUSTOMER SATISFACTION WITH REAL-TIME ANALYTICS
To stay ahead of customer issues, leaders need real-time data at their fingertips. AI-driven process automation should provide real-time analytics to enable internal and BPO partners to spot inefficiencies, make immediate adjustments, and ensure smooth customer interactions. The more up to date the data, the faster that actions can be taken, ultimately boosting customer satisfaction and improving ratings.
Questions to ask potential BPO providers:
3. UNIFY CROSS-CHANNEL CUSTOMER INTERACTIONS WITH AUTOMATION
Customers should receive the same level of service, no matter how they reach out. AI process automation can help achieve that. BPA takes the manual work out of managing multiple channels with automation tools like workflows, ticket routing, and chatbots. This ensures customers receive the same high level of service at every touch point.
A unified customer view also ensures cross-channel success. Centralizing customer interactions in one place provides full context for every conversation, preventing confusion or repetitive questions and further elevating the customer experience.
Questions to ask potential BPO providers:
4. SCALE CUSTOMER SUPPORT DURING PEAK PERIODS
When customer demands spike during holiday seasons, during healthcare surges, or during tax season, AI-powered process automation helps BPOs scale quickly. Automated workflows handle routine tasks, route tickets efficiently, and prioritize urgent issues, ensuring fast response times and consistent service, even during peak periods.
Using process automation, BPOs can dynamically adjust staffing levels and resources by automating routine tasks and optimizing workflows in real time without human intervention, ensuring resources are focused where they’re needed most.
Questions to ask potential BPO providers:
5. ENHANCE DATA SECURITY AND COMPLIANCE
AI-powered process automation plays a critical role in maintaining data security and regulatory compliance, a major concern for customers. According to The Verge, 68% of people surveyed say they’re worried about privacy threats in AI.
With AI’s help, BPA locks down sensitive information with encryption, real-time monitoring, and anomaly detection. By automating these tasks, BPOs minimize human error and ensure compliance with regulations like HIPAA and GDPR.
Questions to ask potential BPO providers:
6. LEVERAGE AUTOMATION TO STREAMLINE ROUTINE TASKS
AI-powered BPA takes over repetitive tasks like data entry, ticket creation, and email follow-ups, reducing workloads and manual errors. Tasks that used to take valuable time—such as categorizing support tickets, sending appointment reminders, or updating customer records—are handled instantly.
Questions to ask potential BPO providers:
7. HARNESS CUSTOMER INSIGHTS FOR PERSONALIZATION
AI-driven automation processes vast amounts of customer data, identifying behaviors, patterns, and preferences that would be time-consuming to analyze manually. With automation, customer service teams can generate real-time insights using past interactions and purchasing history. This enables teams to provide tailored recommendations, anticipate needs, and deliver responses that feel personal, all while minimizing manual effort.
This also makes it possible to provide personalization at scale. Automated systems can continuously refine and adjust recommendations as new data comes in. This level of personalized service increases customer satisfaction and improves retention, as customers feel understood and valued by the brand.
Questions to ask potential BPO providers:
DRIVE CUSTOMER SERVICE SUCCESS WITH A TECH-FORWARD BPO PARTNER
Modern BPOs know how to leverage AI-driven BPA to provide efficient, personalized, and scalable customer support. When evaluating your next BPO partner, use the questions above to assess their capabilities and learn how these technologies will enhance your customer experience.
Partner with the right BPO to unlock new opportunities for your business in an ever-evolving market.
Speak with an expert at Ubiquity to learn more.
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