AI + Human: one team for your customer care

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TECH-POWERED & HUMAN-SUPERVISED

AI + Human: one team
for your customer care.

AI handles the volume. People own the outcome.

One price per interaction, one SLA.

AI handles the volume. People own the outcome. One price per interaction, one SLA.

AI IN PRODUCTION AT

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Go straight to what matters to you

Keep the experience your customers expect

Stay in control

Know what gets automated

Pay the same, whoever resolves it

Your data stays protected

HOW IT WORKS

Every ticket follows the same path.
AI first, people when it matters.

Every ticket follows the same path. AI first, people when it matters.

Incoming ticket

In your helpdesk (Zendesk, Salesforce, Gorgias…)

→

↓

Onepilot AI

Reads context, drafts or resolves

→

↓

sentiment, process rule, customer request

Onepilot agent

Takes over with full context

→

↓

complex case

Level 2 agent

Senior on your account, specific expertise

→

↓

not documented

Team lead / account manager

Resolves with your team, updates the KB

AI answers reviewed by our team (80–100% at launch to calibrate with you, then at least 4% in steady state). Human and AI tickets are reviewed the same way by your account manager. Every hand-off logged with its reason. CSAT tracked per path.

It keeps improving, for you only.

It keeps improving.

1 · AI takes the repetitive volume

Only on the contact reasons you allow.

2 · People handle complexity

Edge cases, escalations, anything sensitive.

3 · Every ticket is reviewed

Human and AI tickets alike, by your account manager.

4 · Feedback improves your AI

Yours only. Nothing learned from your tickets serves another client.

5 · A human stays accountable

Your account manager owns quality and cost.

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“Onepilot made a simple promise: reduce costs, maintain CSAT, without requiring our involvement. Promise held!”

Benjamin Guerville

Co-founder · SPRiNG

65.5%

of tickets resolved end-to-end by AI

4.36 → 4.57

CSAT out of 5

−24%

processing cost

2 weeks

to go live

01 · EXPERIENCE

Keep the experience your customers expect.

When AI resolves alone, satisfaction holds. When it hesitates, a person takes over with full context.

Hand-off to a person on negative sentiment, on an escalation rule built into your processes, or as soon as the customer asks for a person.

You choose the mode: strict (AI hands off as soon as it has no validated answer) or guided (AI steers the customer toward an existing process).

Your agents and your AI share one knowledge base, updated in under 24h.

87.6%

of conversations resolved by AI alone rated 4 or 5 out of 5

3,064 AI-only conversations on Gorgias

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02 · CONTROL

Stay in control.

You decide, contact reason by contact reason, what AI resolves alone and what stays with a person.

Routing by contact reason: AI alone / AI-assisted agent / human only. Set on the platform, with us or for you.

Run your own quality checks in the Onepilot app, by channel, reason or agent. Co-built QA grid and calibration sessions.

Weekly DSAT review and root-cause analysis shared with your team. One accountable account manager owns quality and cost.

Work can stay entirely inside your own tools.

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03 · AUTOMATION

Know exactly what gets automated.

An honest range today, then an estimate on your own tickets before you commit.

Email and chat are automated end-to-end. Automation can start from day one.

Once we have access to your helpdesk data, we map your tickets by contact reason within 48 hours, then estimate what can be automated.

49%

Median end-to-end automation

Clients with 3+ months of history

70%

Automated on simple contact reasons such as order tracking

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IN PRACTICE

Every client sets its own split.

SWISS FINTECH · PRECIOUS METALS

40%

of support automated

The other 60% stays with people

4.65/5

Customer satisfaction (CSAT)

Automated: account management, warranties, feedback

DERMO-COSMETICS · DTC BRAND

5 days

to start

2,000 → 0

ticket backlog cleared, within days

Automated: account changes, product information, refunds

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04 · PRICING

Pay the same, whoever resolves it.

One price per interaction, AI or human. The mix risk sits with us, not with you.

One blended price per interaction.

SLAs are agreed with you and written into the contract, for example first response time by channel and CSAT. A ±5% invoice bonus/malus ties our revenue to your service levels.

SLAs are agreed with you and written into the contract, for example first response time by channel and CSAT. A ±5% invoice bonus/malus (CSAT, FRT, cost per hour) ties our revenue to your service levels.

Automation roadmap in the contract: target rates at month 1, 3 and 6, set from an analysis of your historical tickets, with a review clause if missed.

Every hand-off to a person is logged with its reason (missing process or knowledge, technical error, or requested by your process) and reviewed with you each quarter.

You own the routing rules: you decide which contact reasons are AI-eligible and can extend the list yourself.

The proof over time: on stable contact reasons, the human share should go down month after month. You track it on your dashboard.

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05 · DATA & AGENTS

Your data stays protected.

Your data is protected at both layers: the AI only touches what you allow, and agents only access what they need, during their shift.

WITH OUR AI

Platform hosted on AWS Paris. EU-hosted model option available.

You choose the model provider (Google, OpenAI, Mistral, Anthropic), all under enterprise contracts.

Your tickets are never used to train the providers' models. Quality reviews by your account manager improve your own AI setup only, never another client's.

Every AI answer and action is logged and auditable. You define which actions and pages the AI can access.

WITH OUR AGENTS

Access limited to shift hours, passwords never visible, cache wiped after each shift, sensitive pages blockable.

Virtual desktops hosted in France. Data processing agreement in every agent contract.

CERTIFICATIONS

ISO 27001 · ISO 18295 · ORIAS accreditation. Security audit at onboarding, then every 6 months.

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Your tickets, your numbers: let's look at them together.

Your tickets, your numbers: let’s look at them together.

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