How AI Agents Work on a Real BPO Floor
This guide is for the people who run the floor. It covers the five decisions that decide whether an AI agent adds capacity or costs you the account: where it sits, what it is allowed to finish on its own, how the handoff works, who owns the client afterwards, and how to shape a pilot that does not put the account at risk.
We launch AI agents with BPOs and support teams. The hard part is never the model. It is the queue you start with, and whether your supervisors trust the handoff. This guide is what we learned, written so you can forward it to a client without editing.
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