Do you provide 24/7 outsourced social media monitoring and customer support?

Yes. We provide 24/7/365 outsourced social media customer service across Facebook, Instagram, Reddit, X, TikTok, LinkedIn, and WhatsApp — ensuring customer complaints, queries, and brand mentions are monitored and responded to in real time, every day of the year.

How do you handle customer complaints on social media through outsourced support?

Our outsourced social media customer service team responds to public complaints directly, in your brand voice, using structured escalation workflows and sentiment tracking to resolve issues before they spread. Every interaction is guided by your brand guidelines, service policies, and defined escalation paths, ensuring consistent, on-brand complaint handling across all social channels.

Do you provide both social media customer support and social listening/monitoring?

Yes. Our outsourced social media customer service covers both functions: proactive social listening and monitoring to catch customer complaints and brand mentions early, and direct customer support to respond, resolve, and escalate issues across all social channels. The two work together, monitoring identifies issues, and support resolves them before they escalate publicly.

How do you manage escalation when a customer complaint goes viral or becomes sensitive?

We implement defined escalation workflows within your outsourced social media customer service operation, ensuring that sensitive complaints, high-risk mentions, or rapidly spreading issues are escalated internally and responded to publicly in a controlled, on-brand way. Response speed and tone consistency are central to how we handle escalation across all platforms.

What languages can your outsourced social media customer service team support?

We provide multilingual outsourced social media customer service across 20+ languages — aligned to your customer base and global market requirements. Our distributed teams across Europe, Asia, the Americas, and the Philippines give you genuine local and cultural fluency, ensuring customer complaints are handled in the right language, tone, and context at scale.

How do you handle data protection and compliance in outsourced social media customer service?

Security and compliance are embedded into every layer of our outsourced social media customer service operations. We align with ISO/IEC 27001, PCI DSS, HIPAA, and GDPR, and our processes, platform integrations, and agent training are built to protect sensitive customer data across all social channels and markets.

How quickly can you launch an outsourced social media customer service team?

Timelines depend on scope, platform coverage, and the complexity of your escalation requirements, but our onboarding model is designed to get your outsourced social media customer service team live quickly, without compromising brand alignment, response quality, or escalation structure.

AI Customer Support

AI customer support outsourcing for scaling teams

Automate what you can. Keep human expertise where it matters.

We provide outsourced AI customer support that combines intelligent automation with experienced human agents — improving efficiency, reducing ticket workload, and maintaining high-quality customer experiences at scale. Our AI customer support outsourcing model is built for businesses that want the benefits of automation without losing quality, control, or the human judgment that complex interactions demand.

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We assess fit in 20 minutes and reply within one business day.

Customer support agent sitting at desk talking with client online. Wearing headset.

40%

AI-assisted tickets

1M+

Customer interactions handled with care

80%

CSAT

Combining AI efficiency with human-led outsourced customer support at scale for leading brands

Industries we provide outsourced AI customer support for

We work with scaling and global brands that need outsourced AI customer support, automating high-volume interactions without losing quality, control, or customer trust.

Health Tech & Wearables

Smiling man in gym attire with towel around neck sitting on exercise equipment while looking at his smartphone, wearing wireless earbuds.

SaaS & Technology

Man using virtual reality headset at a desk with colleagues in a modern office.

FinTech

Person holding a smartphone displaying 'Payment completed' near a card payment terminal at a store.

Retail & eCommerce

Two people sitting close together browsing a tablet showing a sale up to 80% off on clothing items.

Our outsourced AI customer support model is built for environments where intelligent automation and human judgment must work together at scale, without compromising quality.

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We assess fit in 20 minutes and reply within one business day.

20+

Over 20 languages spoken by our diverse team

85%

Staff retention rate vs. 55–70% industry average

Operating in 4 continents around the globe

Escalation rate

Outsourced AI customer support designed for performance and scale

world map with Otonomee's business locations.

Global outsourced AI customer support coverage, with local expertise

Our outsourced AI customer support teams operate across Ireland, Portugal, Romania, Spain, Bulgaria, Japan, the Philippines, Colombia, and the US — delivering AI-enabled customer support across global markets, 24/7/365.

Brand, system, and AI platform immersion

We integrate into your AI tools, support platforms — including Zendesk AI, Intercom Fin, and Gorgias — workflows, and customer experience strategy from day one.

Built for AI-enabled outsourced support

Designed for businesses where intelligent automation, AI-powered triage, and human judgment must work together to deliver consistent, high-quality customer experiences at scale.

Remote-first outsourced AI support talent

Experienced human agents working alongside AI systems to handle complex, sensitive, and high-impact interactions that automation cannot resolve, keeping the human-in-the-loop where it matters most.

AI + human support model

AI-powered triage, routing, and workflows handle volume and repetitive queries, while experienced outsourced agents manage complex, sensitive, and high-value customer interactions that require real human judgment.

Our security philosophy

Otonomee protects your data, your people, and your customers through industry-recognised controls, continuous monitoring, and world-class certifications.

Security is fundamental to customer trust and continuous service excellence. As a remote-first, global operator, we embed security at every layer — people, process, and technology.

We protect data wherever it lives, with safeguards that meet or exceed modern compliance expectations.

ISO/IEC 27001:2022

Internationally recognised standard for information security management, demonstrating a systematic, risk-based approach to protecting data.

GDPR

Fully compliant with EU data protection regulations, safeguarding personal data with transparency, accountability, and privacy by design.

PCI DSS Certified

Certified to protect cardholder data through rigorous security controls, ensuring safe and compliant payment processing environments.

HIPAA

Aligned with strict U.S. healthcare data protection requirements, ensuring sensitive health information is handled securely and responsibly.

What's included in our outsourced AI customer support service

AI-powered routing, ticket automation, and continuous QA optimisation across your outsourced support operation

Human-in-the-loop escalation models that preserve quality where automation reaches its limits

Performance analytics across automation impact, resolution rates, CSAT, and agent quality

Secure, compliant AI deployment aligned to ISO 27001, GDPR, HIPAA, and PCI DSS

Designed to enhance, not replace, human expertise

“Huge achievement to get this far, this quickly and it’s great to be working with partners that can help us grow the brand into something amazing.“

Gordan Newman

Director of eCommerce at Slendertone

Our Awards

Our Partners

A structured approach to outsourced AI customer support

We take a structured, hands-on approach to building and scaling outsourced AI customer support operations. From discovery to go-live, we work alongside your team to ensure a smooth transition, strong brand alignment, and consistent performance from day one.

Book a 20 min discovery call

[ { "title": "Discovery", "description": "We assess your current support operation — mapping ticket volume, query types, and complexity to identify where AI automation adds value and where human expertise in your outsourced support team is critical." }, { "title": "Design", "description": "We design your outsourced AI customer support model — combining intelligent automation, escalation workflows, and human agent teams to improve efficiency and resolution rates without compromising quality." }, { "title": "Implementation", "description": "We implement AI tools, platform integrations, and operational workflows, ensuring seamless interaction between automated systems and your outsourced human support teams, with full visibility and control throughout." }, { "title": "Training and Nesting", "description": "Our teams are trained to work alongside AI systems, with a supported nesting phase to ensure accuracy, consistency, and smooth handoffs." }, { "title": "Go live/Deliver", "description": "We launch with a controlled rollout and continuously optimise automation, performance, and customer outcomes over time." } ]

Frequently asked questions

Still have questions?

Talk to an AI customer support specialist and explore how Otonomee can support your growth.

Book a 20 min discovery call

We assess fit in 20 minutes and reply within one business day.

What is outsourced AI customer support and how does it work?

Outsourced AI customer support combines intelligent automation — routing, triage, and self-service resolution — with experienced human agents who handle complex, sensitive, or high-value interactions. At Otonomee, we manage the full operation: the AI systems, the human teams, the quality assurance, and the performance reporting, so you get the efficiency of automation without losing control or quality.

Does AI replace human agents in an outsourced support operation?

No. Our outsourced AI customer support model is built on the principle that AI enhances human agents, not replaces them. Automation handles routine, repetitive queries at volume, while your outsourced human support team focuses on complex, emotional, and high-value interactions that require real judgment and empathy. The result is higher efficiency and better customer experiences, not a trade-off between the two.

How do you maintain quality in an outsourced AI customer support operation?

Quality is maintained through three layers in our outsourced AI customer support operation: human-in-the-loop escalation models that catch what automation misses, structured QA processes applied to both AI-handled and agent-handled interactions, and continuous performance optimisation based on CSAT, resolution rates, and automation impact data.

Is outsourced AI customer support secure and compliant?

Yes. Security and compliance are embedded into every layer of our outsourced AI customer support operations. We align with ISO/IEC 27001, PCI DSS, HIPAA, and GDPR — and both our AI systems and human teams are trained and governed to protect sensitive customer and client data across all channels and markets.

How do you measure the performance of outsourced AI customer support?

We track a full performance dashboard across your outsourced AI customer support operation: automation containment rate, first contact resolution, average handle time, CSAT, escalation rate, and agent quality scores. This gives you complete visibility into where AI is working, where human agents are adding value, and where continuous optimisation is needed.

Can outsourced AI customer support scale as our business grows?

Yes. Our outsourced AI customer support model is designed for scale. As ticket volumes grow, AI automation absorbs the additional load, handling more queries without proportional headcount increases. Human agents scale alongside where complexity demands it, giving you a flexible outsourced support operation that grows with your business without sacrificing quality or control.

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Partner with an outsourced AI customer support specialist

Share your automation goals and support challenges, and we'll design an outsourced AI customer support solution that reduces ticket workload, improves efficiency, and maintains the quality and human oversight your customers expect.

Why partner with us?

Outsourced AI customer support expertise for scale-ups: We understand fast-growth pressures and build AI-enabled outsourced support operations that scale automation and human capacity together.
Fully embedded outsourced teams working alongside your AI systems: Our agents work directly within your AI tools and support platforms, operating as a true extension of your brand, not a generic call centre.
End-to-end outsourced ownership from day one: From AI configuration and agent hiring to QA and performance management, we handle the full outsourced AI customer support function so you can focus on your product.
Outcomes, not just automation metrics: We track CSAT, resolution rates, automation containment, and escalation rates, and continuously optimise your outsourced AI customer support operation to deliver measurable results.