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Bot & AI Tuning as a Service

Where Human QA Meets Artificial Intelligence

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Driving Consistent, Smart, and Scalable Customer Experiences

Automation is everywhere. Excellence is not.
OutPLEX ensures your bots perform like your best agents – accurate, empathetic, and ROI-driven.

Why Bot Tuning Matters Now

AI adoption across customer experience has accelerated rapidly, but quality has lagged behind.

● 72% of enterprises now use AI in customer experience

● Fewer than 25% actively measure automation quality

● Over 80% of bot sessions still escalate to human agents

● Customer trust in automation continues to decline due to robotic and frustrating experiences

Automation without accuracy creates frustration at scale.
Bot Tuning as a Service ensures your AI delivers outcomes customers trust and businesses can measure.

The OutPLEX Advantage

We Make Automation Behave

OutPLEX brings over 15 years of customer experience and quality assurance leadership into the AI era.

● Proven QA and CX governance expertise

● Human-in-the-loop frameworks applied to automation and AI

● Unified measurement of digital and human performance

● Global bilingual delivery across the U.S., Dominican Republic, and Colombia

We don’t replace your AI.
We make it smarter, more human, and more effective.

What Is Bot & AI Tuning as a Service?

Bot & AI Tuning as a Service is a managed, continuous optimization solution designed to ensure your automation performs accurately, aligns with your brand, and delivers measurable business impact.

Core Service Scope

● Bot performance audits

● AI model and prompt tuning

● Conversational tone and empathy quality assurance

● Human and AI handoff optimization

● Continuous reporting and actionable recommendations

The outcome: automation customers actually trust and prefer to use.

Business Impact

Smarter Automation. Measurable Results.

Bots misroute or sound robotic

Human-in-the-loop tuning improves intent recognition and conversational flow
Result: 15–30% improvement in containment

Limited visibility into AI performance

Real-time QA metrics and insight dashboards
Result: better CX and automation decisions

Unclear return on automation investment

KPI-driven scorecards tied to cost and efficiency
Result: 10–25% reduction in cost per contact

Customer frustration and brand inconsistency

Tone and empathy calibration aligned to brand voice
Result: CSAT improvement of 0.3 to 1.0 points

Automation should reduce cost and elevate experience.
Bot Tuning as a Service delivers both.

Why OutPLEX

What Sets Us Apart

● Human QA experts actively train and refine AI

● Fully technology-agnostic across leading bot and CX platforms

● Empathy and tone governance – not just accuracy metrics

● Misrouting and escalation heatmaps

● SOC 2 Type II compliant security framework

● Success criteria informed by real frontline agent experience

We are not just tuning bots.
We are coaching them to perform like your best agents.

How it works?

OutPLEX Human-in-the-Loop AI QA™ Framework

Audit
We identify intent breakdowns, routing issues, and tone misalignment.

Tune
We refine prompts, training data, and conversational flows.

QA Loop
We continuously measure, test, and improve performance.

Report
We deliver visibility into accuracy gains, reduced escalations, and ROI impact.

This is not a one-time fix.
It is a living, continuously improving quality cycle.

 

Start With a Pilot

Bot Health Check

Two-Week Engagement

The pilot provides a low-risk, high-clarity entry point.

What’s included:

● One channel and up to five core workflows analyzed

● Accuracy, friction, and tone scoring

● A fix-ready optimization roadmap

● ROI forecast for leadership review

The pilot fee is credited toward a full rollout.

Contact Us to Learn About Bot & AI Tuning as a Service
How We Scale With You?

OutPLEX meets you where your automation is today and evolves it as your customer experience strategy matures.

Phase 1 — Proof & Validation
We establish baseline performance, uncover friction, and validate measurable gains in accuracy, containment, and customer experience.

Phase 2 — Continuous Optimization
Bot Tuning as a Service becomes an ongoing quality layer. Prompts, conversational flows, tone, and handoffs are continuously refined as customer behavior and business priorities evolve.

Phase 3 — Enterprise Scale
Tiered subscription models, multi-channel coverage, and integration with broader OutPLEX CX services ensure automation quality scales without increasing operational risk or complexity.

Your automation improves at the same pace as your business.

Contact Us to Learn About Bot & AI Tuning as a Service

Automation Is the Future of Customer Experience

Quality Keeps It Human

Let OutPLEX help your automation perform with accuracy, empathy, and accountability.

Talk to us about Bot & AI Tuning as a Service at 1.866.531.5773.

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    Testimonial
    The Outplex Bot Tuner team has played a critical role in supporting SiriusXM’s transition to leveraging Ai within our Listener Care organization. We refer to the team as our Bot “Architects” as they support all phases of build from the design requirements, QA testing, Production Validation, and Optimization post launch. They leverage critical thinking skills, data analysis along with technical background to identify and solution poor customer experiences to drive key performance metrics, such as Containment and Customer Experience. We have been able to achieve record breaking Containment and Experience scores as a result. The key value of this team is their ability produce actionable findings within a quick turnaround time to enable our organization to be nimbler than ever in making the most impactful decisions. Outplex has been a phenomenal partner with collaborating to identify and retain the best talent for the role, which has resulted in rapid growth of the Bot Tuner team as they continue to add value for our business. I look forward to many more years of success and growth working alongside the Outplex team!

    -American broadcasting corporation headquartered in Midtown Manhattan, New York City

    Outcomes

    Deliver over 95% precision in staffing projections, far exceeding industry standards, to give your organization a strategic edge.

    95%
    Outcomes

    Reduce staffing shrinkage to below 30% through improved scheduling, automation, and streamlined processes, maximizing resource utilization.

    30%
    Outcomes

    Ensure consistent performance with contact abandonment rates under 1%, minimizing repeat calls and elevating overall service quality.

    1%

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