From queue chaos to a model-aware support pod in six weeks.
An AI-native fintech was deflecting ~60% of inbound chat with an in-house LLM agent, but the 40% that broke through landed in a single overloaded inbox. First response drifted past 12 hours and CSAT was sliding.
// What we built
- Stood up a 24×5 chat + email pod, looped directly into their LLM logs and feedback queue.
- Designed a confidence-based escalation taxonomy and rewrote the top 20 macros against it.
- Weekly RLHF review: every low-confidence AI turn graded by the pod, exported back to the model team.
"They didn't just take tickets off our plate — they became a quality signal for the model. Our containment went up because our humans got smarter."
// Outcomes
First response time
CSAT points
Resolution within SLA
A 24×7 multilingual ops layer behind an automated property platform.
A global hospitality platform needed a follow-the-sun back-office and tier-1 support layer that could shadow an in-house automation roadmap without re-explaining the product every quarter.
// What we built
- Built a senior, English + multilingual pod operating across PH and EU hours.
- Embedded into the partner's helpdesk, billing and content systems with role-scoped SSO.
- Weekly QBR against an integrated AI-assist / human-resolve funnel — single P&L, single dashboard.
"We treat them as an extension of the product team, not a vendor. Their seniors flag bugs before our PMs see them."
// Outcomes
Coverage, single contract
Backlog cleared in Q1
QA score, rolling 90d
A specialist desk for the long tail of edge cases their AI couldn't close.
A consumer web platform with a mature AI-assist support stack needed a small, senior desk to own the long tail of edge cases — the 8% of conversations that drove a disproportionate share of escalations and refunds.
// What we built
- Stood up a small, hand-picked pod with deep product training and refund authority.
- Built a custom triage flow: AI handles intent + context, pod handles judgment + outcome.
- Monthly review of the long-tail taxonomy — feeding both new macros and product feedback.
"They became the team we send our hardest tickets to. That alone changed the economics of our support org."
// Outcomes
Repeat-contact rate
NPS on edge-case flow
Kickoff to live
All client identities have been redacted. Metrics are directional and represent steady-state performance within the first two quarters of engagement.
// Press
What the business press is writing about us.
Coverage in Israel's top business and tech publications — Globes, Calcalist, Maariv, CTech and Walla — on remote operations, AI-first BPO and the future of outsourced work.
"Big tech is calling employees back to the office — but is that really the right move?"
Read article →"Inside the borderless BPO model powering global AI teams."
Read article →"Why the future of outsourcing is remote, senior and AI-native."
Read article →"The Israeli founder running hundreds of operators with no office."
Read article →"How an AI-first BPO is rewriting the rules of customer experience."
Read article →"The economics of remote-first outsourcing in a post-AI world."
Read article →