# BPO American Delivers Faster, Smarter Support with AI-Powered CX Automation

A national contact center supporting 300+ clients replaced error-prone scripting and manual workflows, cutting transfer rates by 13 points with Knowledge Assist and CX Actions.

[13 points down in transfers](/content/customer-stories/fleetcor/index.html) [75% faster script deployment](/content/customer-stories/fleetcor/index.html)

# Organization
BPO American

# Industry
Business Process Outsourcing (BPO) / Contact Center Services

# Contents

## The challenge: Disconnected tools, high agent error, and operational risk

BPO American’s agents handle customer interactions for 300+ clients across regulated industries like healthcare, insurance, and financial services. Each client has its own logic, policies, and compliance requirements.

But their on-premise scripting tools couldn’t keep up.

- **Power outages knocked systems offline**, leaving agents with no guidance
- **Scripts weren’t connected to data**, and agents had to guess or memorize
- **Agent error was common**: wrong buttons clicked, the wrong data shared
- Every integration and script update required **technical effort**
- **Critical workflows operated without auditability** or structured controls

> _“If you’re having an agent press buttons, someone’s going to press the wrong one. It happens.” – Ross Fordham, Implementation Analyst at BPO American_

Manual steps introduced human error. Agents made mistakes not from carelessness, but from cognitive overload. The company needed guardrails.

## Implementation: Easy setup, with collaborative ownership

BPO American rolled out Zingtree with a focus on flexibility, speed, and scalability.

- **One-time CX Actions setup** per client system
- **Reusable templates** for answering services and multi-client workflows
- **Script maintenance** distributed across teams and even to clients

> _“It used to take us a week to build a script. Now we can do it in a day or two. And clients can even make edits themselves.” – Ross Fordham_

## Solution: Real-time logic, built-in AI, and fewer mistakes

BPO American chose Zingtree for its ability to serve as a centralized logic layer, powering complex resolution workflows with embedded decision logic, real-time integrations, and AI guidance.

**What they deployed:**

- **CX Actions**: Automate back-end lookups and writebacks mid-call without switching tabs
- **Knowledge Assist**: Summarize client knowledge bases, PDFs, and external sites using AI
- **Dynamic workflows** that adapt by client, product, and issue type
- **Secure, compliant infrastructure**: Built for regulated environments and complex support

Agents now follow workflows that:

- Dynamically adapt based on the client, product, or user input
- Automatically pull in context, no more manual copying or data reentry
- Eliminate common errors and reduce escalation volume

> _“We’re not just guiding agents—we’re removing the need for them to remember or guess. That’s how you reduce error.” – Ross Fordham_

## Results: Accuracy, speed, and confidence at scale

Zingtree helped BPO American improve quality, speed up onboarding, and operate more securely—across hundreds of high-stakes workflows.

- **13-point reduction** in transfer rates within two weeks for one client
- Script build time reduced from **5-7 days to 1-2 days**
- Agent error **significantly reduced** with backend automation and logic
- Faster onboarding and approval cycles for new clients
- Clients now contribute to and maintain their own flows

> _“We’ve reduced a lot of agent error… just being able to pull the data automatically and display it has definitely limited that.” – Ross Fordham_

## Looking ahead

BPO American now sees Zingtree as a foundational automation layer across its operations.

Next steps include:

- Introducing **client-facing self-service** built on the same decisioning logic
- Expanding **CX Actions** to automate more tasks like warranty validation and CRM updates
- Scaling **Knowledge Assist** to pull client-specific answers for more programs
- Using **AI-powered insights** to improve routing, deflection, and agent coaching

> _“We couldn’t do any of this without Zingtree. It’s sped up everything, from onboarding to approvals to QA.” – Ross Fordham_

### About BPO American

BPO American is a leading U.S.-based provider of contact center and business process outsourcing services. With deep expertise in handling high-volume, multi-channel customer interactions, they support over 300 client accounts across industries, delivering phone, chat, email, and text-based services.

#### About Zingtree

Zingtree is the agentic context and decision layer that orchestrates complex, high-stakes support workflows safely, accurately, and at scale.