Our experience at Newstel has shown us how AI is actively transforming the way businesses operate, particularly in Business Process Outsourcing (BPO) and contact centres. Through our Newstel Lab—our dedicated platform for innovation—we’ve tested AI-driven tools that have consistently driven efficiency, accuracy, and customer satisfaction. By integrating these advanced systems into daily operations, our teams have become more efficient, and our processes more streamlined, enabling us to deliver superior outcomes.
Streamlining Sentiment Analysis and Workflow Efficiency
Understanding customer sentiment has been pivotal in our journey to enhance service quality. Using AI-powered tools integrated into ticketing platforms, we’ve analysed vast amounts of reviews, surveys, and feedback to extract actionable insights. These tools allow us to recognise patterns, proactively address recurring pain points, and refine our services to resonate with customer needs, building stronger relationships. Alongside this, workflow automation, driven by AI, ensures tasks are assigned dynamically based on priority and the availability of resources, creating seamless workflows and reducing turnaround times across operations.
This combined approach—where insights drawn from AI-driven sentiment analysis inform smarter workflows—represents a significant leap forward in operational efficiency. By assigning queries to the most skilled agents and ensuring critical tasks are prioritised, we achieve a smoother, more efficient way of managing customer interactions and internal processes.
Accuracy and Continuous Refinement in Back-Office Operations
In back-office functions, where precision is critical, AI-equipped tools that cross-reference vast datasets excel at identifying discrepancies and anomalies. These systems ensure that documentation and data management are carried out with minimal errors, contributing to enhanced compliance with industry standards and reducing the risks associated with inaccuracies, such as reputational damage or legal repercussions.
One example from our experience is MeetGeek AI, a platform we’ve utilised to automate meeting summaries, action item tracking, and collaboration insights, as well as provide frameworks for different conversations. This supports our leaders in being more efficient with one-to-one meetings, enabling more effective and focused discussions. This has not only improved productivity but also demonstrated how AI can move beyond error reduction to create a foundation for more effective and collaborative operations.
By using AI to track and evaluate performance metrics across teams, we’ve gained actionable insights into operational effectiveness. High-performing workflows have been identified and replicated, while areas requiring improvement are highlighted early. These insights, combined with our Learning Management Platform, enable us to target training and career development more effectively. This continuous cycle of evaluation and refinement aligns our operations with strategic goals and consistently improves outcomes.
A Unified Approach to Excellence
Our approach integrates various AI capabilities, such as sentiment analysis, quality assurance, workflow automation, and performance tracking, into a unified ecosystem that enhances efficiency across the board. For instance, insights from AI-driven sentiment analysis not only inform customer service strategies but also guide training programmes, while automated workflows streamline operations in ways that improve both productivity and customer satisfaction. This interconnected approach ensures that improvements in one area ripple through the entire organisation, creating a more harmonious and effective operational structure.
Platforms like Humley AI, which we’ve utilised for natural language processing and robust integration with existing systems, have further demonstrated the value of AI in enhancing processes without requiring businesses to start from scratch. By leveraging these tools, we can deliver consistent insights and superior customer experiences across platforms.
Conclusion
AI technology is undeniably transforming customer service, but from our perspective, it is unlikely to fully replace human agents in the foreseeable future. At Newstel, we’ve observed that AI excels at handling routine and repetitive tasks—such as identifying sentiment, answering FAQs, processing requests, and offering 24/7 support. However, human agents remain indispensable for addressing complex queries, nuanced interactions, and providing emotional support that requires empathy and critical thinking.
Rather than a replacement, we’ve seen AI and our team working together in harmony. AI enhances operational efficiency and takes care of mundane processes, while our teams focus on higher-value tasks, creating a hybrid approach that optimises the customer experience.
The transformative impact of AI on BPOs and contact centres is not just theoretical—it’s a reality we have experienced directly. These tools have positioned us to deliver exceptional customer satisfaction and operational excellence, making them essential in today’s competitive and digital-first landscape.