Case Study: a global business process outsourcing provider achieves AI-orchestrated customer service operations with Uniphore

Global Business Process Outsourcing (BPO) Provider evolves from AI-assisted service to AI-orchestrated operations with Uniphore

A global business process outsourcing (BPO) provider faced the challenge of modernizing its large-scale customer service operations. While previous AI tools provided insights, they only assisted agents and did not automate workflows, leaving processes heavily manual. The provider partnered with Uniphore to evolve from AI-assisted service to a fully AI-orchestrated operation using its Business AI Cloud and Customer Service AI products.

Uniphore's solution was deployed in two phases, first enhancing agent performance and then enabling platform-wide transformation. Using the Business AI Cloud, Uniphore developed domain-specific SLMs, automated structured processes through agentic orchestration, and implemented governance for secure multi-tenant operation. This created a unifying AI layer that transformed the provider's operations across its entire client portfolio.