Using AI to bring back the human touch to call centers

Cost pressures on call centers are leading to standardisation, offshoring, poor working conditions, high staff turnover and a decline in quality of service. When he created Onepilot in 2021, Adrien Hugon aimed to use technology to take care of ancillary tasks and leave those that require judgement to humans: formalising customer procedures in databases, equipping operators with effective information systems to answer customer queries, letting AI respond to standard customer requests, etc. This promise has been made many times in the past, but it finally seems to be well on its way to being fulfilled. With a workforce of 120 people, including around 40 developers, Onepilot now works with 2,000 self-employed operators, many of whom have left traditional call centers for Onepilot, where they seem to be less stressed and better paid.