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News » Helport AI launches tech-human hybrid BPO in Philippines

Helport AI launches tech-human hybrid BPO in Philippines

Photo from Manila Bulletin Technews/Facebook

MANILA, PHILIPPINES — The global AI technology company Helport AI has launched as a new contender in the Philippine business process outsourcing (BPO) industry. 

The company, which has shown remarkable growth with revenues reaching $29.6 million in fiscal year 2024, aims to revolutionize customer service operations through its AI-powered solutions.

Strategic expansion in the Philippines

Founded in 2017, Helport AI already maintains offices in California, Singapore, and China. The company’s expansion into the Philippines aligns with its global growth strategy, leveraging the country’s established BPO infrastructure. 

Their AI+BPO service provides 24/7 customer engagement with AI-driven monitoring, compliance, and knowledge tools, enabling flexible, multilingual support through global BPO partners.

Helport AI’s entry into the Philippines is timed as the demand for AI-driven solutions in the BPO sector is surging, with two-thirds of IT & Business Process Association of the Philippines (IBPAP) members already integrating AI technologies as of 2024. 

The company’s innovative approach could decrease training costs for new hires by at least 30% and increase productivity by 25%, which is expected to lead to higher sales conversion rates.

These advancements have led to increased customer satisfaction, productivity, and efficiency, further bolstering the Philippines’ reputation as a global leader in the BPO market.

Revolutionizing customer service

Utilizing advanced AI technology, Helport AI aims to enhance the customer experience without compromising the human touch. “Helport AI acts as a real-time navigator, offering sentence prompts to agents during customer interactions, making conversations more efficient and professional,” Guanghai Li, CEO of Helport AI, explains in a Bilyonaryo News Channel interview.

The company promises to transform how BPOs interact with customers by reducing response times and improving service quality. 

“Everything is in real-time in point five seconds, so they can utilize the guidance that we’re giving to them in real-time to help them become more effective, more professional,” says Toby Song, U.S. General Manager at Helport AI. 

Moreover, Helport AI’s solutions can automatically detect and correct errors in customer interactions, which significantly lowers operational costs while enhancing overall service delivery.

Human-AI collaboration 

Industry experts emphasize that AI is designed to augment, not replace, human workers. 

“AI will not replace humans. What will replace humans are other humans who know how to use AI,” Jack Madrid, President and CEO of IBPAP, commented, promoting the concept of AI as a ‘co-pilot’ in customer service processes. 

Echoing this sentiment, Li remarks, “Our mission is to empower, not replace, human beings with AI.” Song further elaborates on the synergy between AI and human intelligence, suggesting that this combination is crucial for providing both guidance and a personalized touch.

At the heart of Helport’s offering is the AI Assist platform, which serves over 30,000 active users worldwide. The system provides real-time communication assistance, sales guidance, and quality assurance, while maintaining the crucial human element in customer interactions. 

The company’s AI solutions have found applications across various sectors, including banking, insurance, mortgage sales, wealth management, government services, and real estate.

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