AI/RPA-powered BPO
In today's fast-paced business environment, efficiency is paramount. Routine, repetitive tasks can consume valuable human resources and slow down critical operations. Pinacca’s AI & RPA-Powered Intelligent Operations go beyond traditional outsourcing, leveraging cutting-edge Artificial Intelligence and Robotic Process Automation to transform your workflows—delivering 24/7 capability, 90%+ accuracy, and 50–70% cost savings. This isn’t just automation; it’s intelligent automation that learns, adapts, and continuously improves, freeing your human talent to focus on strategic, value-added initiatives that truly move your business forward. We streamline processes, minimize errors, and elevate the overall experience for you and your customers.
Voice Process Division
The Voice Process Division delivers real-time, human-augmented support via phone and voice channels. Powered by AI voice analytics, predictive routing, and RPA call logging, it handles Tech Support, Customer Service, and Sales & Retention with empathy and speed. Agents are equipped with live AI suggestions, sentiment detection, and automated post-call actions—ensuring consistent, personalized interactions. With 24/7 global coverage and <2-minute hold times, we turn every call into an opportunity to build trust and drive value.
Tech Support Teams (Tier 1, 2, 3)
Our Tech Support Teams (Tier 1, 2, 3) are the frontline of Pinacca’s AI & RPA-Powered Intelligent Operations. Structured for 24/7 global delivery, they resolve software, hardware, and infrastructure issues with precision and speed. Tier 1 uses AI triage bots to resolve 75% of queries on first contact via self-service and predictive diagnostics. Tier 2 and 3 leverage RPA log analysis, automated patching, and deep system expertise. Real-time dashboards, SLA tracking, and proactive monitoring ensure 99.9% uptime and <5-minute response—delivering seamless, secure, and human-elevated technical support at scale.
Customer Service Teams
Our Customer Service Teams are the human voice of Pinacca’s AI & RPA-Powered Intelligent Operations. Structured for 24/7 empathy-driven support, they handle inquiries, complaints, and feedback across voice channels. AI sentiment analysis suggests real-time responses and predicts churn, while RPA automates follow-ups and CRM updates. Agents focus on high-empathy, complex interactions with full context. Integrated with omnichannel systems, we ensure 90%+ first-contact resolution and personalized experiences—delivering seamless, secure, and human-elevated service that builds lasting trust.
Sales & Retention Teams
Our Sales & Retention Teams are the growth engine of Pinacca’s AI & RPA-Powered Intelligent Operations. Structured for 24/7 revenue acceleration, they drive conversions and loyalty through intelligent outreach. AI lead scoring and predictive dialing identify high-value opportunities, while RPA automates campaigns, contract generation, and renewal reminders. Agents focus on relationship-building and upsell strategies. Real-time analytics and performance tracking ensure 30%+ conversion uplift —delivering seamless, secure, and human-elevated sales support that maximizes lifetime value.
NON-VOICE PROCESS DIVISION
The Non-Voice Process Division manages high-volume digital interactions through Email, Chat, Back-Office Processing, and Data Management. Fully powered by RPA bots, AI NLP, and Intelligent Document Processing (IDP), it automates 80%+ of routine tasks—classifying emails, resolving chats, extracting invoice data, and syncing systems in real time. Human experts oversee complex cases, ensuring <1-hour response SLAs and 95%+ accuracy. This division transforms digital noise into streamlined, error-free operations.
Email Support Teams
Our Email Support Teams are the digital backbone of Pinacca’s AI & RPA-Powered Intelligent Operations. Structured for 24/7 global delivery, they manage high-volume email interactions with unmatched speed and precision. AI + NLP classifies, prioritizes, and auto-responds to 80% of queries using context-aware templates. RPA extracts attachments, updates CRM, and triggers workflows instantly. Human agents handle complex cases with full history and sentiment insights. With <1-hour response SLA and 95%+ accuracy, we deliver seamless, secure, and human-elevated email support that scales effortlessly.
Chat Support Teams
Our Chat Support Teams are the real-time pulse of Pinacca’s AI & RPA-Powered Intelligent Operations. Structured for 24/7 omnichannel engagement, they power instant support across web, app, and WhatsApp. AI chatbots resolve 90% of routine queries using NLP and predictive responses. RPA logs interactions, updates systems, and triggers backend actions in real time. Human agents take over seamlessly with full context for complex issues. With <30-second response and personalized handoffs, we deliver seamless, secure, and human-elevated chat experiences that drive satisfaction.
Back-Office Processing
Our Back-Office Processing team is the automation engine of Pinacca’s AI & RPA-Powered Intelligent Operations. Structured for 24/7 efficiency, it handles invoicing, claims, payroll, compliance, and reporting with zero delays. RPA + Intelligent Document Processing (IDP) extracts data from PDFs, scans, and emails with 95%+ accuracy. AI validation ensures compliance and fraud detection. From data entry to approval workflows, every task is automated end-to-end. With 70% cost reduction and 99.9% audit readiness, we deliver seamless, secure, and human-elevated back-office operations at scale.
Data Management Teams
Our Data Management Teams are the intelligence core of Pinacca’s AI & RPA-Powered Intelligent Operations. Structured for 24/7 data integrity, they clean, enrich, and synchronize information across CRM, ERP, and analytics platforms. AI deduplication, validation, and enrichment eliminate errors in real time. RPA automates syncing, reporting, and compliance checks. From customer records to inventory data, every dataset is accurate, secure, and actionable. With 99.9% data accuracy and real-time integration, we deliver seamless, secure, and human-elevated data management that powers smarter decisions.
QUALITY ASSURANCE
Our Quality Assurance team ensures excellence across every interaction. Using AI-powered monitoring, we analyze 100% of voice and text exchanges for sentiment, compliance, and performance. Automated scoring, real-time feedback, and agent coaching loops drive continuous improvement. RPA generates compliance reports and audit trails instantly. With ISO 27001 and GDPR-aligned processes, we guarantee service consistency, risk mitigation, and measurable quality—elevating trust at every touchpoint.
TRAINING & DEVELOPMENT
The Training & Development team builds a future-ready workforce using AI-personalized learning paths and VR simulations. Skill gaps are identified in real time, and agents receive tailored modules—gamified, interactive, and trackable. RPA automates certification, compliance training, and progress reporting. This proactive approach reduces onboarding time by 60%, boosts retention, and ensures your team stays ahead in a rapidly evolving digital landscape.
IT & Infrastructure
Our IT & Infrastructure team is the high-availability foundation of our operations, guaranteeing 99.9% system uptime across all cloud, on-premise, and hybrid environments. We leverage AI-powered predictive maintenance to resolve issues before they impact service, while our 24/7 NOC/SOC (Network & Security Operations Centers) use AI for real-time performance monitoring and threat detection. RPA automates patch management, user provisioning, and backup verification, ensuring zero downtime, instant scalability, and ironclad security.
Human Resources
Our Human Resources team builds our high-performance culture by automating the entire talent lifecycle. We use AI-powered resume screening and predictive analytics to identify and attract top-tier candidates faster. RPA onboarding workflows handle all provisioning, training schedules, and paperwork, ensuring new hires are productive from day one. AI also tracks employee engagement and skill gaps, while RPA manages payroll, benefits administration, and compliance reporting with 100% accuracy—freeing our team to focus on strategic talent development.
Workforce Management
Our Workforce Management team is the nerve center for operational efficiency, ensuring perfect staffing 24/7 across all channels and time zones. Using AI-powered demand forecasting, we accurately predict volume fluctuations, seasonality, and staffing needs. RPA automates complex scheduling, adherence monitoring, and real-time intra-day adjustments. This intelligent system ensures we meet 100% of SLAs with 95%+ schedule adherence, guaranteeing optimal coverage, eliminating agent burnout, and maximizing cost-efficiency.
Finance & Accounting
Our Finance & Accounting department ensures flawless financial integrity and transparency by automating the procure-to-pay (P2P) and order-to-cash (O2C) cycles. Intelligent Document Processing (IDP) and RPA handle invoicing, expense tracking, and three-way matching with 99.9% accuracy. AI-driven fraud detection and compliance monitoring run 24/7, flagging anomalies in real time. We deliver a fully automated, scalable, and audit-ready financial backbone that accelerates cash flow and eliminates risk.
Client Relations
Our Client Relations team acts as your dedicated strategic partner, ensuring our solutions continuously drive your business goals. Each client receives a dedicated Account Manager empowered by AI-driven sentiment tracking from all interactions. RPA automates performance dashboards and Quarterly Business Review (QBR) reports, providing full transparency. This allows us to move beyond reactive support, delivering proactive insights, SLA validation, and partnership-driven growth.