The Business Process Outsourcing (BPO) market is fiercely competitive, with a significant percentage of contracts failing due to unmet business objectives—nearly half of all BPO contracts fail within five years. BPO providers face immense pressure to deliver low-cost, high-quality services while navigating diverse client requirements and stringent regulatory landscapes. In this challenging environment, intelligent automation, particularly with a human-in-the-loop (HITL) approach, is becoming the BPO's secret weapon for ensuring consistent quality and compliance.  

Addressing Core BPO Challenges with Intelligent Automation

Traditional automation often struggles with the variability and exceptions inherent in BPO operations. Robotic Process Automation (RPA), while effective for structured tasks, can struggle with unstructured workflows or require frequent maintenance when connected application interfaces change. Matterway's AI Assistant for Operations Teams is specifically designed to address these nuances, offering tailored solutions for BPOs. Our BPO automation capabilities help overcome critical pain points:  

• Ensuring Compliance and Quality: In highly regulated industries, human oversight is often mandated for critical actions. Matterway's HITL approach ensures that human judgment and verification are integrated at key decision points, guaranteeing adherence to regulatory demands and maintaining high service quality. This is crucial for BPO compliance software and for building client trust. Our platform supports audit trails, logging every decision made by humans and AI with relevant metadata, ensuring transparency and meeting compliance requirements.  
• Boosting Agent Productivity: Manual processing of work is often the largest variable cost for BPO providers. Matterway automates repetitive tasks, pre-fills forms, and navigates between systems, significantly reducing manual data entry and errors. This frees up agent productivity BPO teams to focus on more complex, value-added tasks, leading to faster handling times and improved efficiency. For instance, Matterway has demonstrated a 76% decrease in handling time and a 10x reduction in errors in real-world scenarios. Other solutions in the market have also shown significant improvements, such as a 30% reduction in support resolution times and an 18% SLA improvement for in-app voice.  
• Scaling Efficiency with Consistency: BPOs need to quickly configure and launch differentiated services for various clients. Matterway's platform is designed for rapid implementation (typically 2-4 weeks) and continuous optimization, allowing BPOs to scale their operations efficiently while maintaining consistent service delivery across diverse client needs. Our "layer cake" architecture allows providers to define an enterprise-wide service foundation and then overlay it with elements specific to particular customers, enabling quick and easy configuration of differentiated services.  
• Reducing Errors and Improving Accuracy: The 10x reduction in errors achieved with Matterway's AI Assistant is vital for BPOs, as errors can lead to costly rework, client dissatisfaction, and even penalties. Our human-in-the-loop verification process fundamentally enhances data accuracy and process quality, ensuring precision and reliability.  
• Monitoring and Continuous Process Improvement: Matterway's platform includes tools like "Explore" to identify workflow bottlenecks, "Measure" to quantify time savings, and "Monitor" to track improvements anonymously. This aligns with the need for BPO software to feature built-in business process monitoring capabilities, providing 360° real-time visibility into operations and making it easy to track SLA performance and detect early indications of compliance risk. This empowers business users to continuously update service offerings and stay ahead of competitors.  

By leveraging Matterway's intelligent automation, BPO providers can not only streamline operations and reduce costs but also elevate service quality, ensuring client satisfaction and retention. Our solution helps BPOs manage and optimize their service offerings from end-to-end, providing a powerful tool for service differentiation and efficient service delivery.  

Explore Matterway's tailored solutions for BPO excellence and client retention.