Onepilot
Redefining Outsourcing for the Digital Age

The future of customer support belongs to companies that balance intelligence with empathy. Onepilot is leading this space with a next-generation model that blends advanced AI with skilled human agents to deliver faster, affordable and reliable support without losing the personal touch.

Unlike legacy BPOs that rely on third-party tools, Onepilot leverages its own proprietary tech stack, which includes a learning management system, knowledge base, quality assurance platform, and workforce analytics. This seamless setup boosts agent productivity by 30% and cut management cost by 50% versus traditional BPOs.

Since it integrates directly with 20+ platforms like Zendesk and Intercom, clients can keep their existing tools. By owning the entire value chain, Onepilot tailors its operation to each client’s unique needs while ensuring quality, speed and transparency, fulfilling its mission to make outsourcing more flexible and efficient.

Agile Support Powered by AI and Human Expertise

Traditional outsourcing ties businesses to fixed-headcount contracts, which might lead to overstaffing, wasted costs and inefficiency. By understanding these limitations, Onepilot’s five co-founders built a model that makes support scalable. These limitations are addressed through its pay-per-ticket or productive-hour pricing model, which allows businesses to maintain complete control over their support operations.

Businesses can then scale their team up or down on demand. Trained agents can be deployed within hours for round-the-clock coverage, cutting costs by up to 20% during downtime. Onboarding is completed in less than two weeks, and teams can be doubled within 48 hours, making it ideal for seasonal surges, market launches and unpredictable ticket volumes.

However, scalability by itself does not meet the demands of today’s AI-driven world. Onepilot pairs its flexible model with smart proprietary automation tools like Ticket Match and Autopilot to maintain high quality and efficiency. Autopilot handles time-consuming tasks, including summarising messages, drafting replies and gathering details, allowing the agents to focus on complex cases. Ticket Match automates the pre-solving process, which an agent reviews before taking over, achieving 95% accuracy and helping businesses cut costs by 30 to 40%.

“We believe balancing automation and empathy retains human interaction, exactly where it matters most”, says George Loraine, Head of Sales UK/I, Onepilot.

Onepilot maintains human oversight during peak times to reduce errors and ensure high-quality service. With 40% of its team dedicated to R&D, the company continually innovates to stay ahead of evolving customer experience challenges. Its proactive approach anticipates customer needs before issues arise, building lasting loyalty. At the same time, thoughtful touches such as gifts or personalised messages for VIP users to help brands create memorable customer experiences.

Shaping the Next Era of Outsourcing

Onepilot collaborates with 250+ brands across industries such as e-commerce, finance, travel, mobility, banking and insurance, offering customer support in 35+ languages. Through a match making approach, they associate expert agents to brands they like, aiming to deliver authentic, empathetic service that strengthens customer loyalty and retention.

Beyond its focus on authentic engagement, Onepilot also drives measurable performance outcomes. A leading UK Insurtech unicorn was struggling to manage growing support volumes. When they approached Onepilot, the response time dropped from days to minutes, boosting customer satisfaction from 65 to 90%. This measurable impact is due to the company’s performance-based, SLA aligned, outcome-driven model.

By blending human expertise with AI technology, Onepilot goes beyond outsourcing to redefine how modern brands deliver customer experiences. Its outcome-oriented positioning, built on trust and authenticity, sets a benchmark for a smarter, more human, and future-ready approach to customer support.