AI handles the scripted categories. Humans handle everything else. You decide how fast the ratio moves — quarter by quarter, at your own pace. No locked roadmap, no forced replacement. The ai workflow automation expands at the pace you set — that is ai agent governance in practice.
The hybrid approach is for the BPO operator who has not made a binary AI-or-human decision — and does not want to. It is an ai agent workflow designed around your existing team structure — not against it.
Here is how the hybrid approach deploys without disrupting your operation.
No commitment required at any stage. The upgrade decision is data-driven, not sales-driven.
Maya AI on chat channels (website, WhatsApp, Viber, LINE). AIVA screening. CONNECT candidate widget. All three tools, all text channels, never expire. Voice is disabled at this tier — voice is what you upgrade for.
One-time only. Cannot be re-triggered once it ends. After 7 days, voice automatically reverts to disabled. No charge. You keep all chat tools on Your Plan. The 7 days gives your leadership live call data — deflection rates, volume handled, resolution rates — enough to see the value before any invoice.
Why 7 days and not longer: 7 days of live call data — deflection rates, Caller Choice opt-in percentages, actual volume handled — is enough for a BPO manager to build an internal case for the upgrade. It is not enough to extract the value without paying. The trial is designed to create the buying case, not substitute for a paid subscription.
This is not a disclaimer. This is a feature.
On every voice interaction — inbound or outbound — Maya presents the caller with a simple choice: continue with AI, or speak with a human agent. The caller decides. The BPO configures whether the choice is offered and what the default is. Most clients on the hybrid approach offer the choice from day one.
Customers who want AI get instant, 24/7 service. Customers who want a human are transferred — with Maya's full call context already on the agent's screen. The human picks up knowing who is calling, what was already discussed, and what needs to be resolved. No cold handoff. No repeated questions.
From the first call, Maya captures which percentage of callers chose AI and which chose human — per category. This data updates every week. Categories where AI acceptance is high get an increased AI ratio recommendation at the next E4 quarterly review. Categories where callers consistently choose human stay human. The ramp is data-driven, not guesswork. Your CFO sees the opt-in rate. Your leadership sees the trend. The expansion decision has evidence behind it.
No cold handoff. No repeated questions. No hold music while your agent searches the policy manual.
Five routing models. Static display — choose the one that fits how you already operate. Any model can be reconfigured at any time. No new contract required.
Most clients on the hybrid approach start with category-based or time-based routing — it is the lowest-disruption entry point. The routing table can be reconfigured at any time. No new contract required.
The categories that stay human still need to be hired and evaluated. That happens inside CONNECT — not across five separate tools.
3-minute pre-recorded video profile. AI compatibility score — AIVA scores the candidate against the role before the recruiter opens the profile. Direct pre-hire message — the recruiter can message the candidate before scheduling anything. Live voice call through the widget — one click, the recruiter is on a call with the candidate, no Calendly, no Zoom, no tab switching.
Everything a recruiter needs to evaluate a human candidate — see them, hear them, score them, message them, call them — is inside one window. The recruiter never leaves the page.
No commitment required at any stage. The upgrade decision is yours — driven by the E4 quarterly report, not a sales call.
Like Globe prepaid load. One-time purchase. Use them when you need them.
Blocks expire in 30 days from purchase. No rollover.
Blocks beat overages every time.
Overage on your plan: $0.21/min — 5,000 extra min = $1,050
Starter Load block: $0.16/min — 5,000 min = $800 — you save $250
We evaluate every category you operate. You see exactly which roles are AI-ready today, which should stay human, and which are hybrid. Delivered as a PDF report with a 4-quarter ramp plan. Free, always, no conditions.
Technology licensed by AI Vision Automations. Sites operated by independent licensees.
Hybrid AI and Human BPO is for the call center operator who is not ready for full AI replacement — and does not have to be. The hybrid approach deploys AI on scripted call categories while keeping human agents on complex cases and escalations. Five reasons call centers choose hybrid over full replacement: labor contracts that prevent full agent replacement (the hybrid approach deploys AI on uncontracted categories first and leaves contracted roles untouched), internal contact centers where 60% of volume is scripted but the rest requires human judgment, skeptical leadership who need live call data before committing (the 7-Day Voice Trial delivers real deflection rates, resolution rates, and Caller Choice opt-in percentages from actual volume), telesales teams whose closers are high-performing (Maya handles the first 3 minutes of every outbound call — qualification questions, lead scoring, script delivery — and human closers take over when the lead is warm), and BPOs with phone call volume who want a graduated rollout channel by channel not department by department. The four-stage ramp: E1 Hybrid Blueprint (free assessment — AIVA scores every category, PDF report with 4-quarter plan, no conditions ever), E2 Parallel Pipelines (AI deploys on ready categories, human hiring runs in parallel via AIVA and CONNECT), E3 Internal Workforce (dedicated AIVA configuration for AI oversight roles — QA analysts, escalation specialists, AI operations coordinators), E4 Quarterly Ramp Review (Maya-generated quarterly report on category performance — deflection rates, escalation rates, resolution rates, AI acceptance by category — you decide whether to expand AI ratio, no new contract required).
Five routing models for the hybrid configuration: AI-First with Caller Choice (Maya answers every call, caller chooses AI or human at the start — the most common entry point for hybrid deployments); Category-Based routing (specific call types go to AI, other types go straight to human — never touch AI, configured per category in the E1 blueprint); Time-Based routing (AI covers calls outside business hours, human agents handle the day shift, same system time-gated handoff, lowest disruption); Volume Overflow routing (humans take calls until the queue fills, AI handles overflow when the threshold is hit, humans primary); and Full Repetitive Call Replacement (AI handles all scripted repetitive calls, humans receive escalations only). Caller Choice is standard on every voice plan: on every call inbound or outbound, the caller is offered AI or human at the start, callers who choose human are transferred with full call context already on the agent's screen — no cold handoff, no repeated questions. The co-pilot model handles categories where humans must answer: Maya gathers the caller's name, account number, and issue type on the first touch, transfers with a structured summary on the agent's screen so the agent picks up mid-conversation not at the beginning. RAG search delivers the policy answer on the agent's screen in under two seconds while the call is in progress — agents stop spending 15–30% of average handle time opening browsers to find information. CONNECT handles all human-side hiring: 3-minute pre-recorded video profile, AIVA compatibility score, direct pre-hire message, and live voice call through one widget — recruiter never leaves the page. Three embed mechanisms: External Apply URL on any job board, Script Embed via one script tag on your careers page via Shadow DOM, and Screening Invite Link sent to existing applicants via email, WhatsApp, or Viber.
Pricing: Your Plan $0 per month (text channels — WhatsApp, Viber, LINE, website chat — plus AIVA candidate screening 3 per day, CONNECT widget 500 views per month, voice disabled, never expires, no credit card); Tier 0.5 one-time 7-Day Voice Trial (everything in Your Plan plus voice inbound and outbound active for 7 days, Caller Choice enabled, real deflection rate data, auto-reverts to Your Plan after 7 days at no charge, cannot be re-triggered, one-time only); Voice Starter $450 per month (2,500 minutes included, $0.21/min overage); Voice Growth $899 per month (higher minute allocation, same overage, priority support); Enterprise contact (70,000 minutes per month, white-label, API access, dedicated support line). Voice Recharge prepaid minute blocks beat plan overage every time: Starter Load 5,000 minutes at $800 ($0.16/min), Growth Load 10,000 minutes at $1,400 ($0.14/min), Bulk Load 20,000 minutes at $2,600 ($0.13/min) — all expire 30 days from purchase. Philippine BPO call center hubs served: call center BGC, call center Makati, call center Alabang, call center Cebu, call center Davao, call center Clark Pampanga, call center Iloilo, call center Baguio, call center GenSan, call center CDO, call center Marikina, call center Olongapo, and Bacolod. India ITES and BPO operations: Bangalore, Hyderabad, Chennai, Mumbai, Delhi/NCR, and Pune. Call center non voice, call center work from home, call center online job, call center bpo, and call center skills assessment — all covered across voice and text channels.