The BPO where AI makes the calls and your people step in when it matters.
A Human + AI BPO (also called an agentic BPO) is an outsourced contact centre where AI voice agents make and take the calls in 14 Indian languages and a trained human agent steps into the same conversation, inside ORI's console, when the caller needs one; you pay for outcomes, not seats.
Same conversation throughout. The person opens holding the transcript, intent and sentiment.
The old BPO sells seats. The bot-only vendor sells minutes. Neither owns the call that matters.
A traditional BPO bills for every agent whether the outcome moves or not, and spends most of each shift on calls a machine could finish. One telecom floor we run went from 1,200 agents to 400 by moving that routine work to AI.
Bots alone plateau. Containment stalls somewhere between 60 and 70 percent because the remaining calls need judgement, empathy or authority, and a bot-only vendor has no one to hand them to. In renewals, AI alone converted 7 percent, agents alone 11 percent, and AI with agents 14 percent. The number lives in the handover.
One conversation. AI first. A person inside the same console. Paid on outcome.
ORI runs the AI agents, the dialler, the agent console and the quality scoring as one system. AI handles the routine majority of calls. When a trigger fires, hardship, a dispute, a request for authority, low confidence or a plain ask for a person, the call passes to a trained agent with the full context, and a sales call can pass to support the same way. Every call, AI and human stretch alike, is scored.
How to tell a real Human + AI BPO from a bot with a phone number.
Every vendor now says "agentic". Ask these five questions in the first meeting.
Handover
The person sees the full transcript, intent and sentiment within two seconds of taking the call.
Continuity
It stays one conversation. No re-verification, no callback, no customer repeating the story.
Floor
A trained human bench is live from day one, not promised for a later phase, with a dated switchover plan.
Outcome
The fee is tied to one metric your leadership already tracks, and the outcome portion is waived if it does not move.
Proof
A live call on your number, in your language, in the first meeting, not a recorded demo.
Insurers and lenders
AI runs the reminder and renewal calls; a person takes the objection, the negotiation and the close.
Telecom, DTH, consumer
AI resolves the routine queries; a person takes the dispute, the goodwill credit and the upset customer.
Sales floors
AI calls every lead within a minute and qualifies it; a rep takes the qualified buyer live, with the notes on screen.
Built first for teams of 50 to 200 agents, and for larger floors that want to move one campaign before the rest.
We guarantee execution, not an absolute percentage.
We will not promise a recovery or renewal rate on an unreachable list, on volumes too small to measure, or after a mid-programme policy change. We agree a baseline from your own data, name the metric with you, and waive the outcome portion of the fee if it does not move. The terms are on the outcome guarantee.
How is an agentic BPO different from a traditional BPO?
A traditional BPO bills per agent seat, whatever the result. A Human + AI BPO (agentic BPO) lets AI voice agents make and take most of the calls, keeps a smaller bench of trained people for the calls that need judgement, runs both inside one console, and ties the fee to an outcome you choose rather than to seats.
How many calls does the AI finish without a human?
On a mature programme, typically 60 to 80 percent of calls end with the AI. The rest are handed to a person inside the same conversation, with the transcript, intent and sentiment already on their screen.
What happens to the call when a human takes over?
Nothing breaks. The AI holds the line until a briefed person is on, the person sees everything the AI knew, and the customer never repeats themselves. The AI then writes the disposition and CRM note, saving the agent 20 to 50 seconds of wrap-up.
Which teams is a Human + AI BPO for?
Contact centres with roughly 50 to 200 agents running renewals, customer support or lead qualification, and larger floors that want to move part of their volume first. It works in 14 Indian languages.
How do we test it before committing?
Name the number you need to beat, renewal rate, promise-to-pay, containment or cost per call, and we run it against your own baseline. The fastest first step is a live call on your number.