One Model for
people and AI
Gen AI has changed the CX industry. Improving customer experience while reducing cost is more achievable than ever, but only if leaders find the right balance between people and AI.
Every CX leader is hearing the same message from the top: “Make CX better, and make it cheaper.”
XO’s model is built for that tension.
Legacy BPO vs Tech vs XO AI BPO
Traditional BPOs and CX tech optimise for their own revenue — more seats, more licences. XO, as an AI BPO, ties success to outcomes: CSAT, speed, cost, and AI adoption, running one operation where people and AI are managed together for performance, not headcount.
Legacy BPO
Headcount-based model:
value grows by adding more agents
Tech Companies
Software-licence model:
value grows by expanding use of their CX tools
XO AI BPO
Outcome-based AI BPO:
value grows as CX performance improves
we make it happen thanks to our operating system: XOOS
A new model for customer experience
An AI BPO is an outsourcing model that fundamentally rethinks how artificial intelligence integrates with service delivery. Instead of tacking AI onto an old BPO structure, it rebuilds the operation around three pillars:
From BPO to AI BPO
How XO Transitioned to AI-Enabled Operations.
2019 — The Start
We became XO through the acquisition of PROOF, establishing our foundation as a BPO focused on high-quality customer operations.
2022 — Entering AI
We acquired BotSupply, adding conversational AI expertise and beginning our shift toward automation-enabled operations.
2023 — Building XOOS
We developed XOOS, our internal platform built to unify workflows, data, and automation across CX operations.
2025 — Launching the AI BPO
We officially introduced the AI-BPO model — combining automation, structured operations, and human expertise into one delivery system.
XO Team
Meet our leadership
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We're hiring
Partner with a team that knows how to scale operations
Whether you’re exploring AI for the first time or scaling an existing operation, we’re here to help.