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AI that is accountable, in BPOs and contact centers.

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Operators that serve many clients: more capacity, measured quality and control of every step.
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01What the industry requires

Three conditions for being able to operate.

Operators that serve many clients: more capacity, measured quality and control of every step.

  • Condition

    Rules separated per client

    The mandate and data of each BPO client remain separate.

  • Condition

    Measured quality

    Evaluations with evidence, checked against human review.

  • Condition

    After-hours capacity

    Abbie handles the enabled processes 24 hours a day.

02Use cases

Who acts, under which rules and what gets recorded.

The actions come from the proposed initial Abbi Actions catalog; each implementation confirms which ones are enabled.

BPOs and contact centers

Operators that serve many clients: more capacity, measured quality and control of every step.

Marco Contractual clauses of each BPO client; each client's data stays separate.

Caddie

Quality and training on the floor

Situation

A BPO needs its teams to follow each client's procedure and improve based on evidence.

How it is resolved

  1. Caddie evaluates eligible interactions with evidence, checked against human review.
  2. He delivers specific feedback at the close of each interaction.
  3. He activates onboarding mode for new human agents.
Abbi Actions
Create ticket
Controls
No final sanctions without human review · Quality rubric per client
Verifiable outcome
Every evaluation has its evidence and its review.
Abbie

After-hours capacity

Situation

Volume exceeds the team at peak times or outside office hours.

How it is resolved

  1. Abbie serves customers and resolves the enabled processes 24 hours a day.
  2. She escalates to a person with the full context when the case exceeds her mandate.
Abbi Actions
Depending on the enabled process: create ticket, schedule appointment, generate payment link
Controls
Mandate defined by each BPO client · Full traceability
Verifiable outcome
Every interaction is recorded in the client's system.
Caddie → Abbie

From Caddie to Abbie

Situation

The BPO starts by guiding its team and wants to automate processes once the results build confidence.

How it is resolved

  1. Caddie is trained with the process's sources, procedures and control rules.
  2. An Abbie profile is created that reuses what was trained.
  3. The profile is validated and autonomy grows action by action.
Abbi Actions
The same Abbi Actions: Caddie prepares them and Abbie executes them
Controls
Graduated autonomy · Validation before going live
Verifiable outcome
Autonomy is earned with data from the Evaluation console.

Illustrative examples, not existing deployments. The actions, channels and systems in each case depend on the implementation.

03Agentic use cases

Abbie converses and executes the action in your systems.

End-to-end processes from the agentic use case catalog, with the conversation, each action and the system where it is recorded. Illustrative conversations, not existing deployments; actions, channels and systems depend on each implementation.

Illustrative conversations, not existing deployments; actions, channels and systems depend on each implementation.

Case 03Collections

Collections with payment confirmation

Applies to Banking · Telecom · Services · Credit retail

Illustrative conversation

  1. AbbieI'm Abbie, an AI assistant. You have a balance of $1,280 due today. Shall I send you a payment link?
  2. ClientYes, by WhatsApp.
  3. AbbiePayment received. Your account is now up to date and I've sent you the receipt.

Hours permitted by regulation; no pressure; does not make up amounts.

What Abbie executes

StepActionSystemOutcome
1Checks balance and due dateCollections systemCurrent balance
2Verifies identityCRMAccount holder verified
3Generates payment linkPayment gatewayLink sent
4Confirms the payment onlinePayment gatewayPayment confirmed
5Applies the payment to the accountERP / coreAccount up to date
6Sends receiptEmail / messagingReceipt delivered

Before, without an agent

  • The collector makes a promise; the payment is reconciled days later
  • No confirmation to the customer
  • Repeated calls to people who already paid
6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]
2.15×service minutes per position compared with a human agent [1]
−62 %cost per service minute compared with a human agent [1]
See the case in the catalog →
Case 05Support

Tier-1 technical support

Applies to Telecom · Internet · Software · Devices

Illustrative conversation

  1. ClientI haven't had internet since this morning.
  2. AbbieI see your modem is offline. I'm going to restart it remotely, give me a minute.
  3. AbbieThe signal didn't come back. I've scheduled a technician for tomorrow from 9 to 12 and sent you the confirmation.

Approved procedures only; escalates with the full context.

What Abbie executes

StepActionSystemOutcome
1Checks service statusNetwork / monitoringFault located
2Runs remote diagnosticsDevice platformTest recorded
3Restarts the device remotelyDevice platformRestart executed
4Creates the ticketTicketing systemTicket with reference number
5Schedules a technician visitField scheduleVisit confirmed
6Sends confirmation and reference numberSMS / emailCustomer notified

Before, without an agent

  • Queues during fault peaks
  • Scripted diagnosis
  • The customer calls again for their reference number
6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]
2.15×service minutes per position compared with a human agent [1]
−62 %cost per service minute compared with a human agent [1]
See the case in the catalog →
Case 08Appointments

Scheduling with reminders

Applies to Healthcare · Services · Dealerships · Government

Illustrative conversation

  1. ClientI need an appointment with the dermatologist.
  2. AbbieI have Thursday at 10:30 or Friday at 17:00. Which do you prefer?
  3. AbbieBooked. I've sent you the calendar invitation and I'll remind you a day before.

Does not give diagnoses or medical advice.

What Abbie executes

StepActionSystemOutcome
1Checks real availabilitySchedulingOpen slots
2Creates the appointmentSchedulingAppointment recorded
3Sends calendar invitationEmailInvitation accepted
4Sends requirements and preparation instructionsEmail / messagingRequirements delivered
5Reminds and confirmsSMS / messagingAttendance confirmed
6Reschedules or releases the slotSchedulingSchedule updated

Before, without an agent

  • Phone line saturated during office hours
  • Manual reminders
  • Slots lost to no-shows
6 actionsin 4 systems, executed and recorded by Abbie in a single contact [flujo]
3.5×hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift [calculation]
−29 %no-shows with automatic reminders [5]
See the case in the catalog →
Case 13Service

Charge dispute and card block

Applies to Banking · Fintech · Store cards

Illustrative conversation

  1. ClientI don't recognize a $3,200 charge.
  2. AbbieI see it. To protect you, shall I block your card now?
  3. AbbieCard blocked, dispute opened with a reference number and a replacement on its way to your address.

Dispute resolutions belong to the institution.

What Abbie executes

StepActionSystemOutcome
1Verifies identity with enhanced checksIdentity validationAccount holder verified
2Looks up the transactionCore bankingCharge located
3Blocks the cardCore bankingCard blocked
4Opens the disputeDisputes systemReference number issued
5Requests a replacementCard issuingReplacement in progress
6Sends reference number and timelinesEmail / SMSCustomer notified

Before, without an agent

  • Waiting on hold with the card still active
  • The reference number is not always provided
  • Replacement in a separate call
6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]
2.15×service minutes per position compared with a human agent [1]
−62 %cost per service minute compared with a human agent [1]
See the case in the catalog →
Case 15Support

Outage report and restoration notice

Applies to Energy · Water · Gas · Telecom

Illustrative conversation

  1. ClientThere's no power on my street.
  2. AbbieThere is an outage registered in your area. I'll add you to the report.
  3. AbbieService was restored at 19:40. Do you have power at home now?

Reports only the times recorded in the system.

What Abbie executes

StepActionSystemOutcome
1Locates the addressCommercial systemArea identified
2Cross-checks against widespread outagesIncident systemExisting outage
3Creates or links the reportTicketing systemReference number linked
4Dispatches a crew if it is isolatedField managementCrew assigned
5Announces the restorationSMS / voiceCustomer notified
6Confirms and closesTicketing systemReport closed

Before, without an agent

  • Thousands of calls about the same outage
  • Duplicate reports
  • The customer doesn't know when service will be restored
6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]
3.5×hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift [calculation]
2.15×service minutes per position compared with a human agent [1]
See the case in the catalog →
Case 19Internal

Internal help desk (IT and HR)

Applies to Any company with more than 100 employees

Illustrative conversation

  1. ClientMy system user got locked.
  2. AbbieI verified your identity. I restored your access; you will receive a temporary password.
  3. ClientI also want to request vacation.
  4. AbbieRequest created for 3 days and sent to your manager for approval.

Approvals still belong to a person.

What Abbie executes

StepActionSystemOutcome
1Verifies the employeeDirectoryEmployee verified
2Unlocks and restores accessIdentity managementAccess restored
3Creates IT ticketsService deskTicket with reference number
4Records the vacation requestHR systemRequest created
5Sends for approvalApproval flowManager notified
6Answers internal policy questionsApproved documentsAnswer with its source

Before, without an agent

  • Tickets that wait hours for simple tasks
  • HR forms by email
  • Repeated questions to the same team
6 actionsin 6 systems, executed and recorded by Abbie in a single contact [flujo]
+14 %cases resolved per hour with AI that assists the agent [4]
−30 %operating cost with agentic AI (2029 projection) [3]
See the case in the catalog →
04Compliance by design

Standards we follow for your industry.

We don't adapt to regulation afterwards; we build from it. We design the solution following these models and reference frameworks.

Contracts
The contractual clauses of each BPO client and the regulations of its industry.
AI management and risk
ISO/IEC 42001 and the NIST AI Risk Management Framework, with the EU AI Act as a reference.
Personal data protection
GDPR (European Union), LFPDPPP (Mexico), LGPD (Brazil), Law 1581 (Colombia), Law 81 (Panama) and the equivalent regulations of each country where we operate.

We follow these standards in building our products and services. When a client requires it, we make the corresponding documentation available.

05Which offer fits

Start with one process, grow with data.

  • Product A

    Abbie

    Talks with your customers and acts in your systems, within her mandate.

    Meet Abbie →
  • Product B

    Caddie

    Guides the human agent and blocks critical steps. The human agent decides.

    Meet Caddie →
  • Product C

    Abbi Actions

    Operations with a verifiable outcome and an audit log.

    Explore the actions →
  • Service F

    Process consulting

    Diagnosis and a design ready to implement in your operations.

    Let's design the process →

Illustrative cases, not existing deployments.

Tell us which process you want to improve.

Your request goes to the partner assigned to your company.

Let's talk about your operations

or write to us at hola@abbiamo.ai