AI Voice Agents for BPO and Contact Centers: A Client Program Guide
How a BPO or contact center hands calls to an AI voice agent, client program by client program: Tier-1 deflection, overflow, the transfer to a person, outbound campaigns, multilingual lines, QA scoring, where client call data goes and how to choose a platform.
Read the full guide →Deep Dives in This Series
On-Prem Voice AI for BPOs: Keep Each Client's Calls In-House
What on-prem voice AI means for a BPO: every place a client's call goes, why client contracts decide it, the platform and model layers, sizing servers for many programs, the phone path with transfers, and what the BPO takes on.
Best AI Voice Agents for BPOs: Judge Them Per Client Program
The best AI voice agents for BPOs compared on six tests: where each client's call data goes, many programs on one account, concurrency, the transfer to a person, built-in QA and price at BPO volume.
AI Voice Agents for Tier-1 Call Deflection: Count Solved Calls
How a contact center or BPO uses an AI voice agent for Tier-1 call deflection: what counts as a deflected call, how to pick the call types the agent can finish, verifying before account details, the transfer to a person and measuring deflection per client program.
AI Voice Agents for Overflow Call Handling: Plan Past the Limit
How a contact center or BPO sends overflow calls to an AI voice agent: who decides when a call overflows, the queue-time and after-hours rules, sizing the concurrency limit for the busiest hour, what happens past the limit and the way back to a person.
AI Voice Agents for Outbound Campaigns in BPO: Consent First
How a BPO runs outbound campaigns with an AI voice agent: one campaign per client program and time zone, consent from the client's list, calling hours and retries, opt-outs, the shared concurrency limit, testing two openings and handing calls to people.
AI Voice Agents for Multilingual Support Lines in BPOs: Models First
How a BPO runs a multilingual support line with AI voice agents: choosing speech-to-text and text-to-speech per language from each provider's own list, one agent or a router with one agent per language, handling uncertain detection, and testing each language.
AI Voice Agents for Human Handoff Routing: Notes Before the Call
How an AI voice agent hands a caller to the right person in a contact center or BPO: when to transfer, how Transfer Call connects the caller, writing notes to the helpdesk first, choosing the destination by rule, call value or your own system, and what happens when nobody answers.
AI Voice Agents for Call QA and Scoring in Contact Centers: Per Client
How a contact center or BPO scores AI voice agent calls per client program: what Dograh's QA node grades, writing each client's scorecard as tags, how many calls to sample, which model grades them, checking the scores and sending them to the client.