Back office automation that survives audit and peak volume.
Back office and operations automation for COOs and operations leaders: document-heavy workflows, exception handling, agentic process automation and the controls that let finance, risk and audit sign off.
Long-form thinking for COOs
Enterprise Shared Services AI Benchmarks — 2026
Cost-per-transaction, straight-through processing and exception load across 120+ enterprise-owned finance, HR, procurement and IT operations — the peer bands for setting automation targets your own centers can actually hit.
The agentic BPO reset — what the 2026 Maturity Benchmark says the winners actually did
The operating changes behind real margin movement: process re-baselining, exception design and where human review sits in the flow — none of which are tool rollouts.
The Agentic BPO Reference Architecture — Vendor-Neutral Blueprint 2026
What an audit-ready automated operation looks like end to end: intake, extraction thresholds, decisioning, exception queues and the evidence trail that satisfies risk, finance and internal audit.
EU AI Act Compliance for BPO — Enterprise Playbook 2026
Classification, documentation and human-oversight obligations translated into operational controls — so cross-border operations don't have to pause automation while legal catches up.
What we've shipped for peers
33% AHT reduction on eligibility calls at a Medicaid MCO — contact center modernization
A state Medicaid MCO was running eligibility and enrollment on an aging Cisco estate with no agent assist and a queue of state audit findings. pronix.ai moved them to Genesys Cloud with Kore.ai agent assist and Health Cloud integration — 33% AHT reduction, clean audits, and a modernization path for the rest of the estate.
41% reduction in scheduling abandonment at a children's hospital — bilingual conversational AI
A children's hospital was losing 34% of scheduling calls to abandonment during peak hours and had no way to serve Spanish-speaking parents after hours. pronix.ai deployed a bilingual conversational scheduling agent integrated with Epic MyChart — abandonment down 41% and booking cycle at 3.2 minutes.
Perioperative and infusion scheduling optimization — 19% OR utilization lift
An academic medical center struggled with OR gaps, infusion chair idle time and last-minute cancellations. pronix.ai built an agentic scheduling optimizer that released unused blocks, packed infusion chairs and proactively reached out to patients — lifting OR utilization 19% and cutting same-day cancellations by 27%.
72% straight-through prior authorizations at an 11-hospital system — agentic RCM
An 11-hospital IDN was losing scheduled procedures to prior-auth delays and paying overtime to clear a growing backlog. pronix.ai deployed a multi-agent prior-auth system that read the order, pulled clinical evidence, matched payer policy and submitted through Availity or payer portals — 72% of authorizations completed straight-through with turnaround compressed from six days to under 24 hours.
Nurse triage and discharge copilot cuts length of stay 0.6 days at a 9-hospital system
A regional health system was holding patients an extra half-day on average due to discharge coordination gaps and after-hours triage bottlenecks. pronix.ai deployed a clinician-in-the-loop nurse triage and discharge copilot integrated with Epic — length of stay dropped 0.6 days, discharges before noon rose 46%, and nurses reclaimed 90 minutes per shift on documentation and coordination work.
Assess, model and shortlist
Contact Center 360™ Assessment Platform
Enterprise assessment workspace for practitioner-led reviews: 96 vendor-neutral questions across 14 domains, live Workshop Mode, weighted maturity scoring with targets, and traceable findings, risk, evidence and follow-up registers per customer.
Contact Center Assessment
Industry-neutral, vendor-neutral maturity assessment across 10 dimensions — strategy, journeys, operations, workforce, platform, integrations, AI, data, compliance and economics. Executive dashboard, top gaps, 90-day plan and 6–12 month roadmap.
BPO AI, CX & CCaaS ROI Assessment
Interactive ROI assessment for enterprise BPOs. Model containment, AHT, AI QA and shore-mix impact on margin — with a saved business case linked to a recommended implementation playbook.
Contact Center AI ROI Calculator
Enter your contact volume, AHT, agent cost and containment target. Get modeled savings, payback period and a defensible business case for voice AI and agent assist.
Start-here reading
The enterprise guide to Agentic AI
Copilots demo well; agents change the P&L. This guide is the enterprise reference for what Agentic AI actually is, where it belongs in the operating model, and how CIOs, COOs and Chief AI Officers are moving programs from pilot to portfolio.
Agentic AI for Healthcare Providers — A Practical Guide for Hospitals, Health Systems and Physician Groups
A practical guide to deploying agentic AI across provider operations. Covers scheduling and access agents, prior authorization automation, revenue cycle and denials, ambient clinical documentation, and patient contact center — with HIPAA, HITRUST and safety governance patterns.
Agentic AI for Healthcare Payers — A Practical Guide for Health Plans and Managed Care Organizations
A practical guide to deploying agentic AI inside health plans and managed care organizations. Covers member services, claims, appeals & grievances, provider ops and utilization management — with the HIPAA, CMS interoperability and NAIC governance patterns that regulators and auditors expect.
Agentic AI for BPO Providers — A Practical Guide for Contact Center and Back-Office Outsourcers
A practical guide to agentic AI for contact center and back-office BPOs. Covers portfolio strategy, gain-share commercial models, agent-assist and autonomous voice, back-office IDP, QA and coaching — with the client-security, multi-tenant governance and delivery patterns BPOs need to protect and grow revenue.
Agentic AI for Insurance — A Practical Guide for P&C, Life and Specialty Carriers
A practical guide to deploying agentic AI across P&C, life and specialty insurance. Covers underwriting assist, FNOL and claims, policy servicing, distribution and producer ops, and fraud & SIU — with NAIC AI model guidance, state DOI and model-risk governance patterns.
The enterprise guide to Contact Center AI
Voice AI, agent assist, conversational AI, automated QA and analytics collapse into one AI layer sitting above your CCaaS. This guide is how enterprise CX and operations leaders should think about the stack — and how to sequence the moves.
Contact center automation: the enterprise buyer's guide
Contact center automation stopped being an IVR project the moment language models could hold a conversation and call a system of record. This is the enterprise reference: which workloads to automate, in what order, what each one is actually worth, and the architecture and governance decisions that decide whether automation survives contact with production volume.
Contact center automation use cases by industry
Automation programs are funded on specifics, not on capability slides. This guide lists the use cases that reach production most often in each industry, what each is worth, and which constraint decides whether it ships.
AI transformation consulting: the enterprise buyer's guide
Most enterprises are two years into AI spend and still cannot name a workload that changed a P&L line. That is rarely a technology failure. It is a sequencing, ownership and governance failure — which is precisely what AI transformation consulting is supposed to fix. This guide sets out what to buy, in what order, and how to hold an advisor to an outcome rather than a deck.
AI center of excellence: how to build one that ships
An AI center of excellence either compounds delivery capability across the enterprise or becomes the queue everything waits in. The difference is decided by three design choices made in the first ninety days.
What COOs ask us first
- What is back office automation with AI?
- Document-heavy and exception-heavy workflows handled end to end: intake and classification, extraction with confidence thresholds, policy-based decisioning, and routing of low-confidence cases to a human review queue — with straight-through-processing rate as the scoreboard.
- How is this different from the RPA we already have?
- RPA replays deterministic clicks and breaks on variation. AI automation reads unstructured input, reasons over policy and handles the exception long tail — which is where most of the remaining manual cost sits.
- Will automated decisions survive audit?
- Yes, when they're designed for it: immutable trace of every input, model version, confidence score and human override, documented thresholds, and reviewer attestation on regulated decision paths.
- What payback should operations leaders expect?
- Document and intake automations typically reach payback in two to four quarters. We model expected savings per workflow during the assessment so the business case is explicit before build.
For CIOs standing up the enterprise AI operating model.
For Chief AI Officers running an agentic portfolio.
For contact center leaders moving to an AI-first operating model.
Customer experience transformation, implemented — not just designed.
An AI strategy you can implement, not a deck you present.
For CFOs putting AI on a defensible budget.
Get a briefing curated to your role and program.
We run 60-minute sessions with executive teams on the priorities above — leaving you with a shortlist, a business case or a roadmap you can defend.