What Onepilot does

Onepilot is a Paris-based technology-led customer support outsourcing platform founded in 2020 that blends AI-powered tooling with a managed network of freelance human agents to deliver 24/7 customer care, sales, and KYC services. The company operates a proprietary platform comprising a Ticket Center with AI-powered predictive routing, an AI Knowledge Base built collaboratively with clients, a Quality Check module, an Auto Scheduling system, a Suggestion Engine that pre-solves tickets with stated accuracy above 85%, sentiment analysis, and a Cockpit security layer (proprietary VPN, device management, and virtual machine). This platform is offered alongside a curated pool of 2,000+ home-based agents covering 15+ languages, with onboarding automated via the Heroes Hub and continuous training delivered through the Academy.

Onepilot monetizes through transparent per-ticket pricing (€0.40–€2.00 depending on complexity, handling time, and agent location) plus monthly service fees (example: 12,000 tickets/month via email and call for €24,600/month including an Account Manager), with additional per-call pricing for outbound sales agents (average €18/hour) and conversion bonuses. The company serves 250+ customers across 12 verticals — including E-commerce (DASH Water, Cabaïa, Blissim), Fintech (Qonto, Alan, Zego), Mobility (G7, Pony), Retail (Decathlon, JOTT), Travel (MUBI, SNCF.Connect), and B2B SaaS (Ninepine) — with logos spanning startups through large enterprises. Distribution is sales-led through direct outreach and demo booking, complemented by an AWS Marketplace listing and a self-serve client dashboard.

Since founding, Onepilot has raised a €15M Series A led by Otium Capital (June 2022) supplemented by €4M of non-dilutive Bpifrance funding, and in March 2024 merged with French BPO Eodom to form a top-15 player in the French contact center market with combined turnover exceeding €20M and approximately 2,000 employees. The company reports €25M ARR and EBITDA-positive status, holds ISO 27001 and ISO 18295-1 certifications, and operates across France, Germany, Spain, the UK, Italy, Sweden, and the Netherlands.

Name

Onepilot

Legal name

ONEPILOT SAS

Website

https://onepilot.co

Company type

Private

Founded year

2020

Operating status

Operating

Headcount range

101–250 employees

Short description

Onepilot is a Paris-based AI-enhanced customer support BPO that combines a proprietary platform with a 2,000+ agent freelance network to deliver 24/7 customer care, sales, and KYC services across 15+ languages to 250+ mid-market and enterprise clients.

Ownership category

akta.pro rank

Product category

Customer Support Outsourcing / BPO Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)

SIC

Services-Employment Agencies (7361)

akta.pro primary industry

Technical & Product Support (Tier 0–2, Troubleshooting) (BPAAABAF)

akta.pro secondary industry

Appointment Scheduling & Service Dispatch Support (BPAAABAO)

Keywords

• Customer support outsourcing
• BPO services
• Multilingual customer service
• AI customer service
• Sales support services

Headquarters

HQ city

Paris

HQ country

France

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure

Revenue model

1. Per-ticket pricing: Agents are paid per ticket solved with pricing varying by complexity, handling time, and agent location (0.40€ to 2€ per ticket). This aligns incentives between the company and clients.
2. Monthly service fees: Transparent monthly pricing based on ticket volume and channels used. Example: 12,000 tickets/month via email and call = 24,600€ per month including Account Manager.
3. Sales agent services: Sales agents paid per call made with bonuses for conversions (average 18€/h). Companies pay for outbound sales and prospecting services.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels5 records

Core offering

Onepilot provides outsourced customer care, sales & retention, and KYC services through a network of 2,000+ AI-enhanced human agents available 24/7 across 15+ languages and multiple channels (email, chat, phone, social media). The company combines proprietary AI technology with a freelance agent network to deliver scalable customer support at lower cost than traditional outsourcing. It serves 250+ brands across Europe with a transparent per-ticket pricing model aligned to client outcomes.

Product overview

Onepilot is a tech-powered customer care outsourcing platform combining AI capabilities with human agents. The core platform is built around an AI engine (AI Knowledge Base, Ticket Center with predictive routing, and Suggestion Engine) that works alongside a network of 2,000+ freelance agents. The platform integrates with 20+ ticketing and back-office tools to provide unified customer support across email, calls, chat, and social media. Key product modules include Agents Onboarding (Heroes Hub), Agents Training (Academy), Scheduling, Quality Check, Communication, and Analytics. The platform serves three main service areas: Customer Care, Sales & Retention, and KYC, across 12 industries in 15+ languages.

Differentiator

Problem solved

Functional benefit

Products and services

• Customer Care 24/7 outsourced customer support delivered via email, chat, phone, and social media by AI-augmented human agents, covering 15+ languages. Designed for B2C brands that want to scale multilingual support without an in-house team.
• Sales & Retention Outbound sales prospecting and customer retention services performed by AI-augmented human agents, enabling clients to drive revenue and reduce churn without building an internal SDR/retention team.
• KYC (Know Your Customer) Identity verification and KYC operations support delivered by trained human agents, designed for Fintech and regulated industries that need compliant customer onboarding.
• Onepilot AI Proprietary AI product that powers Onepilot's agent-augmented workflows, including the AI Suggestion Engine with reported over 85% accuracy, AI Knowledge Base, and Quality Check sentiment analysis.

Quantifiable outcome

• 90%+ CSAT achieved across customer base
• +9 more outcomes

Named customers17 records

Segments10 records

Ideal customer profiles1 record

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration2 records

AI capability7 records

Feature9 records

Partnerships

Two partnerships are on record, tiered primary and supporting.

• EodomprimaryStrategic or Co-development Partner · 7 March 2024French BPO company merger creating a top 15 player in French contact center industry with combined turnover exceeding €20M and 2000 employees.
• AWS MarketplacesupportingTechnology or IntegrationOnepilot is available on AWS Marketplace, enabling enterprise customers to procure services through their AWS accounts.

Scale indicators12 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• TTEC: Global CX technology and services company combining digital customer experience operations with proprietary CX software. Comparable as a broad incumbent offering both outsourced support and CX tech, intersecting with Onepilot's hybrid AI + human delivery model.
• Teleperformance: Global leader in outsourced customer experience management with omnichannel contact center operations across 80+ countries. Directly comparable as a large-scale customer care BPO competing for the same enterprise RFPs Onepilot targets, though Teleperformance operates a traditional seat-based model at vastly greater scale.
• Concentrix: Large global CX/BPO and customer experience technology provider serving Fortune 500 clients with multilingual contact center and digital CX services. Comparable as a broad incumbent BPO competing in many of Onepilot's verticals (fintech, e-commerce, mobility, insurance).
• TaskUs: Tech-enabled digital outsourcing provider specializing in customer experience, content moderation and back-office support for digital-native and enterprise clients. Comparable as a tech-leaning BPO serving similar mid-market and enterprise digital-first customers (e.g. fintech, e-commerce, delivery).
• Foundever: Global CX BPO (formerly Sitel/IBEX) offering customer care, sales, and digital CX across enterprise verticals. Comparable as a broad incumbent BPO that Onepilot increasingly competes with for enterprise outsourced support contracts.

Direct peers

• PartnerHero: Tech-enabled customer experience and back-office outsourcing firm using a distributed agent network combined with proprietary tooling. Closely comparable as a direct peer offering AI-augmented outsourced support to digital-first and enterprise clients across multiple verticals.
• Helpware: Tech-enabled outsourcing company providing customer support, content moderation, and back-office services with a distributed global team model. Directly comparable to Onepilot's homeshoring / distributed-agent approach serving digital-native and enterprise customers.
• ModSquad: Digital-first customer experience outsourcing company providing on-demand community, content moderation, and customer support via a distributed team. Comparable as a peer using a digital-first, distributed-agent model to serve similar SaaS and consumer-internet clients.
• SupportYourApp: Outsourced customer support provider focused on tech and SaaS clients, combining a distributed agent network with AI-assisted tooling. Directly comparable as a tech-led outsourced support player serving SaaS and digital-first customers with multilingual coverage.
• Arise: On-demand, work-from-home customer contact center platform connecting a crowd-sourced agent network with enterprise clients. Closely comparable to Onepilot's distributed 'Heroes' agent model and its AI-driven routing, scheduling and quality tooling.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/onepilothq
• Xx.com/onepilothq
• Facebookfacebook.com/OnepilotHQ

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 records

Funding overview

Funding rounds2 records

Investors8 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A1 record

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Onepilot