XtendOps: Innovating the future of outsourcing with AI and human expertise

In a rapidly evolving business world, XtendOps stands at the forefront as the first AI-enabled BPO, reshaping the outsourcing landscape. By seamlessly blending cutting-edge AI-driven solutions with human expertise, XtendOps ensures operational excellence while maintaining a deep understanding of client needs. This innovative approach positions XtendOps as a leader in delivering both efficiency and exceptional customer service through the integration of AI.

CEO Sean McCreery recently shared insights into the company’s growth, the expanding role of AI, and XtendOps’ strategic direction for the future.

A Culture of Innovation and Excellence

XtendOps attributes much of its success to a culture that revolves around a human-centered design. “The people are what makes this whole thing possible,” says McCreery. “We have worked very closely with our people in terms of everything we have done, especially from a technology standpoint, how we have developed and built out our AI.” 

He later adds how bringing different people helps bring different perspectives to solve hard problems. “I wanted to build a business with people I care about… I want to get people that are all in because being all in will trump talent any day of the week. And for us, I think that is what has allowed us to get to this point so far.”

By fostering a work environment where the team feels valued, supported, and enabled to become who they are meant to be, the company ensures that clients receive the highest quality service. This focus has helped XtendOps maintain high performance even as it further scales operations globally.

XO AI: Blending Technology with Human Expertise

XtendOps is revolutionizing outsourcing by integrating AI-driven automation with human expertise. While AI enhances efficiency, the company remains committed to preserving the human touch in customer interactions.

A key innovation is XO AI, a proprietary AI ecosystem designed to optimize both agent performance and customer experience. Unlike generic AI solutions, XO AI is customized to align with each client’s operations by analyzing knowledge bases, training workflows, and historical interactions. This tailored approach ensures effective and seamless integration.

A cornerstone of this system is XO SmartAgent™, an AI-powered assistant that provides real-time response suggestions to human agents. By doing so, it improves response accuracy, enhances efficiency, and supports better customer resolutions. XO SmartAgent™ also allows human agents to focus on more complex tasks, ensuring a balanced approach to automation and human engagement.

Transparency and continuous learning are embedded within XO AI, with every AI-driven action monitored and refined to maintain peak performance. Beyond customer interactions, XtendOps is also redefining talent acquisition with XO SmartHire™, an AI-driven recruitment tool that predicts candidate success based on key performance metrics. This data-driven hiring approach ensures long-term success and higher job satisfaction.

Through XO AI, XtendOps is pioneering a new era of AI-human collaboration in outsourcing, delivering an intelligent and adaptive workforce that enhances efficiency without compromising customer experience.

Navigating Challenges and Scaling for Growth

As XtendOps continues to expand, McCreery stresses the importance of strategic decisions to ensure sustainable growth. While the company is actively scaling in different locations, he prioritizes refining their operational model over rapid expansion.

“Growth isn’t just about adding more clients; it’s about making sure our model works effectively,” McCreery explains. “We are working with household names like J. Crew, Warby Parker, Condé Nast, and it’s a huge opportunity to do this the right way. Like, why not focus and not screw it up? I think everyone tries to do too much, I believe it’s crucial to get this model right rather than rush the process,” he further adds.

By maintaining the right balance of expansion, quality, and operational efficiency, XtendOps is positioning itself at the forefront in the future of outsourcing.

The Future of Outsourcing and AI

McCreery envisions a future where AI and human expertise work hand in hand rather than compete. He challenges the idea that automation alone can replace human roles, advocating instead for AI as an enhancement tool.

“The goal isn’t to replace people but to empower them with smart automation,” he explained. AI should assist employees in performing their jobs more effectively while preserving the human connection essential to customer service.

By continuously evolving its AI solutions and staying ahead of industry trends, XtendOps ensures businesses can leverage both AI and human intelligence to drive meaningful customer experiences.

As businesses navigate the complexities of customer service and operational efficiency, McCreery’s approach and XtendOps operations serves as a blueprint for sustainable growth in the digital age.