Global Conversation Operations
24/7 Human Conversation Operations.Built to Scale.
GCO runs chat operations for modern platforms: trained human operators, supervised by team leads, supported by an operations platform and AI-assisted workflows.
- Free 7-day pilot
- No setup fee
- No long-term commitment
- Continue after the pilot only if you choose
Hours and languages are confirmed per project, based on staffing, before go-live.
Conversations in
- Chat
- Support
- Community
GCO operations layer
Supervised workflow
AI-assisted triage
Routes the conversation and suggests a draft.
Human operator
Reviews, edits and sends every reply.
Team lead supervision
Owns escalations and quality review.
Resolved and reported
Visible to your team
- Trained human operators
- 24/7 coverage, per project staffing
- Multilingual operations
- Supervision & QA
- Defined escalation path
- AI-assisted workflows
The problem
Conversations don't scale themselves.
Growing message volume, inconsistent response quality, and no operational visibility - the usual result of trying to run conversations without a dedicated operations layer behind them.
- Message volume grows faster than your team can hire
- Response quality drifts once more than one person is answering
- Conversations get missed outside the hours your team works
- Routing and escalation happen manually, if at all
- There is no real visibility into what is actually happening
What GCO actually is
Human-led conversation operations, with technology doing the supporting work.
People hold your conversations. AI helps them work faster and more consistently, but it never sends a message: a human operator reviews and sends every reply.
Human operators
Trained people hold the conversations and own every reply that is sent.
Operational infrastructure
Queues, assignment, response timers, reassignment and integrations that keep work organised at volume.
AI-assisted workflows
AI drafts suggested replies for the operator to review and edit. A human always sends.
Supervision & QA
Team leads supervise live work and review conversations, with a defined escalation path when a human decision is needed.
The 7-day pilot
Evaluate the operation on your real workflow.
A scoped, monitored pilot: agreed in advance, run for seven days, and reviewed together at the end.
Step 0
Discovery & feasibility
We understand your workflow, volume, requirements, languages, coverage and operational fit, and confirm any integration the pilot needs is feasible.
Day 1
Setup & onboarding
We configure the workflow, access, queues and operating rules, and onboard operators to your tone and process.
Days 2–6
Live pilot
We run your real workflow with the agreed operating model, within the agreed scope.
Day 7
Performance review
We review operational results, issues, observations and next steps together.
After Day 7
Scale
If the pilot is successful, we expand the operation based on your actual requirements.
What we run
Six services, one supervised operating model
Live Chat / Customer Support
Trained operators answering your customers in real time, in your tone, on your guidelines.
Learn moreChat Moderation
Consistent human review of chat conversations against your rules, with escalation for edge cases.
Learn moreCommunity Moderation
Human moderation and engagement support for communities, keeping spaces safe and active.
Learn moreMultilingual Chat Operations
Chat operations in English, Italian, French, German, Spanish and Swedish, staffed per project.
Learn more24/7 Chat Coverage
Around-the-clock chat coverage, planned around your volume and confirmed against staffing.
Learn moreDedicated / Outsourced Chat Teams
A managed team of operators and supervisors dedicated to your chat operation, scaled as you grow.
Learn moreSupervision & QA
Supervised work, with a defined escalation path.
Operations run under team leads who supervise live queues and review conversations against the standards agreed with you. GCO formalises this workflow further as the operation grows; we do not claim a large QA department, certifications or quality statistics.
- Team leads monitor queues, assignments and response timers
- Conversations are reviewed against the agreed guidelines
- Feedback goes back to operators; guidelines are refined with you
- A defined escalation path when a human decision is needed
Escalation
Operator
Handles the conversation and raises an escalation, with a reason and a note, when it cannot be resolved safely alone.
Supervisor / Team Lead
Takes the escalation, reviews the conversation, adds internal notes and resolves it, or escalates further when a client decision is required.
GCO Management / Client Contact
Handles escalations that need a decision from the client, records the decision, and closes the loop with the team.
Escalate when:
- The operator needs a decision
- Client-side approval is needed
- A sensitive or exceptional situation occurs
- The operator cannot safely resolve the conversation
Every escalation is recorded on the platform: who raised it, why, who handled it, each status change and the resolution.
Industries
Chat operations for businesses that live in conversation.
Dating & Social is our strongest initial specialisation; the same model serves communities, SaaS, e-commerce and digital platforms.
Platform
A real operations platform behind the workforce.
Live queues, assignment, response timers, supervisor visibility, escalation and reporting - with AI assisting the operator, and a human sending every reply.
Resources
Practical guides on running conversation operations.
How to Scale Chat Operations Without Losing Human Quality
Why chat volume gets hard to manage, and how supervision, escalation, staffing and operational infrastructure keep replies consistent as you grow.
Learn moreHuman Moderation vs. Automated Moderation: Where Each Works Best
Automated filters and human moderators solve different problems. Where each works, where it fails, and why hybrid workflows keep a human in charge of judgement.
Learn more24/7 Chat Coverage: What Businesses Actually Need to Operate Around the Clock
Round-the-clock chat coverage is a staffing and supervision question, not a switch. What shifts, handoffs, escalation and language needs to plan for.
Learn moreReady to test GCO with your real workflow?
Start a 7-day pilot and evaluate the operation with your real workflow.
The 7-day pilot is free. No setup fee. No long-term commitment. After the pilot, you decide whether to continue, under agreed commercial terms.
Want to join GCO? View opportunities →