ONEPILOT SAS Unclaimed

Efficiently scale your customer care with top-tier agent onboarding and training solutions.

Streamline agent responses with a centralized knowledge base for consistent customer service.

Streamline ticket management and improve response times with AI-enhanced routing.

Enhance customer care efficiency through intelligent automation and seamless integration.

Streamline your shift management with customizable features for optimum operational efficiency.

Boosts ticket quality and agent performance with AI-driven evaluations.

Streamline support processes through seamless integrations and enhance customer interactions with efficient communication solutions.

Gain valuable insights and monitor KPIs effectively with customizable dashboards.

Managed, omnichannel customer support services that scale operations, handle high volumes of interactions, and align teams with client business goals.

Automation and intelligent routing that pre-solves tickets, automates routine responses, and provides real-time agent assistance to increase resolution speed and reduce manual work.

Centralized, AI-enhanced knowledge bases and process documentation that enable consistent, fast, and automatable agent responses.

Recruitment, skill-based onboarding, training and flexible shift management to rapidly scale and maintain agent readiness and coverage.

Dashboards, KPI tracking, and AI-driven quality checks that monitor performance and drive continuous improvement of support operations.

Agents Onboarding and Training

Onepilot's Agents Onboarding and Training allows businesses to quickly scale their customer care operations by providing a pipeline for high-quality agents tailored to specific needs. With a customizable acquisition funnel and comprehensive learning modules, the service ensures agents are well-prepared to meet client needs. Equipped with a streamlined process focusing on agent skill matching, it also boosts operational efficiency with fast turnarounds for agent deployment and tailored training sessions, ensuring agents excel in their roles.

• Selects Top Agents
  Less than 5% of applicants are selected, ensuring only skilled agents join your team.
• Enables Quick Start
  Agents are available to meet your needs almost immediately, ensuring business continuity.
• Deliver Quality Knowledge
  Utilize a variety of learning materials to enhance skills, facilitating faster onboarding and better service delivery.
• Matches Skills to Needs
  Enhances operational effectiveness by ensuring agents possess the required skills for their roles.
• Enhance Continuous Improvement
  Leverage technology to continuously calibrate training programs and support agent development effectively.

Knowledge Base

An easy-to-use knowledge base tool designed to empower agents to provide the best answers, leveraging AI and extensive experience with over 3,000 created processes. This proprietary tool allows documentation, updates, and automation of processes to enhance efficiency.

• Customize Knowledge Bases
  Tailored solutions that optimize information flow, which directly impacts customer service quality and agent efficiency.
• Automate Process Recommendations
  AI leverages existing customer data to suggest the most efficient processes for agents, facilitating quicker and more accurate responses.
• Streamline Updates
  Regularly updates processes to maintain efficiency, supported by a user-friendly interface designed for ease of use.
• Reduce Manual Effort
  Enables agents to focus on complex queries while routine tasks are handled automatically, improving productivity.
• Encourage Continuous Improvement
  Facilitates an agile environment that evolves through agent feedback, enhancing the knowledge base's relevance and efficiency.

Ticket Center

Onepilot's Ticket Center optimizes ticket resolution by routing tasks to the best-suited agents, ensuring efficiency and timely responses. Integrated with leading ticketing platforms, it leverages AI to pre-solve tickets based on operational data, enhancing customer satisfaction and streamlining processes.

• Increases Efficiency
  By ensuring that each ticket is handled by the right agent, response times improve significantly, enhancing overall customer satisfaction.
• Preemptively Solves Issues
  AI predicts solutions using historical ticket data, allowing for quicker resolutions and decreasing customer wait times.
• Streamlines Processes
  Integrations with existing systems reduce transitions and duplicate work, supporting a smoother workflow.
• Facilitates Data-Driven Decisions
  Real-time analytics empower businesses to make informed decisions about operational strategies and resource allocation.

AI

Onepilot's AI product enhances customer care efficiency by automating ticket resolution and providing software tools that integrate seamlessly with existing systems. It features both Copilot and Autopilot functions to optimize agent productivity and streamline complex processes. Designed to enable a mix of human and automated responses, it ensures effective handling of 100% of customer inquiries through intelligent routing and assistance.

• Automate Ticket Responses
  Utilize AI to completely handle simple inquiries without agent intervention, allowing your team to focus on complex cases.
• Optimize Ticket Assignment
  Automate ticket distribution so agents only handle cases aligning with their expertise, enhancing service quality.
• Monitor Quality Effectively
  Use detailed analytics on agent performance to drive training and improvement efforts.
• Improve Agent Efficiency
  Utilize AI to assist agents in finding solutions quickly, thereby shortening resolution times and increasing customer satisfaction.

Scheduling

Onepilot Scheduling is an adaptable tool designed to effortlessly manage shifts, allowing for customization based on duration, languages, ticket types, and agent skills. With features such as the ability to add or cancel shifts at short notice and a proactive 'propose my shift' function, it ensures flexibility and efficiency in customer care operations.

• Adapt Shifts Instantly
  Modify shifts on-the-fly to accommodate peak demands, ensuring optimal coverage and responsiveness.
• Cancel Without Fees
  Enjoy peace of mind with a cancellation policy that prioritizes flexibility without incurring costs.
• Stay Informed Always
  Ensure agents are always aware of their responsibilities, reducing confusion and enhancing service delivery.

Quality Check

Onepilot Quality Check enhances the review process by utilizing AI to optimize ticket evaluations and focus on areas for agent skill improvement. This solution streamlines quality assessments, ensuring that agents receive constructive feedback and enhancing overall service standards. With a minimum of 5% of tickets checked, it systematically drives agent performance and satisfaction.

• Optimizes Ticket Review Process
  By focusing on important tickets, the system prevents missed opportunities for quality improvement.
• Tailors Quality Review Process
  Provides a framework for customized assessments, aligning quality metrics with unique business needs.
• Drives Continuous Improvement
  Facilitates data-driven decision making for enhancing service processes based on reviewed performance.

Integrations and Communication

Integrations connect your existing tools seamlessly to provide a unified customer support experience. Additionally, the communication component of Onepilot ensures that response times are minimized while providing flexibility in communication channels. This product promotes transparency and accessibility, thereby enhancing customer interactions and overall service quality.

• Connect All Your Tools
  Seamlessly integrate with 20 major ticketing systems and expect over 50+ more, centralizing your support and data management.
• Provide Fast Responses
  By minimizing response time, Onepilot's communication solutions facilitate immediate replies to customer queries, ensuring timely service delivery.
• Ensure Open Communication
  By allowing direct access to team members, Onepilot promotes transparency and strengthens client relationships.

Analytics

Our analytics solution offers a comprehensive dashboard that allows businesses to monitor key performance indicators (KPIs) effectively. With all relevant data at your fingertips, customize your reporting to suit your specific needs, ensuring increased visibility and actionable insights for optimal decision-making.

• Create Customized Reports
  Easily customize your dashboard to track the most pertinent KPIs relevant to your operations.
• Track Agent Performance
  Gain insights into your team's efficiency by assessing their performance on specific metrics.
• Generate Actionable Insights
  Identify trends and patterns through comprehensive data analysis, enabling your business to respond proactively to customer needs.
• Seamlessly Integrate Data
  Connect with various data sources so that your analytics are informed by real-time data.