Platform
A real operations platform behind the workforce.
Human judgment, AI assistance and operational infrastructure. The platform queues, assigns, times and records the work; trained operators do it; supervisors oversee it. AI assists the operator and never replaces them.
- Free 7-day pilot
- No setup fee
- No long-term commitment
- Continue after the pilot only if you choose
How work flows
From message to resolution
Every conversation moves through the same supervised path.
Conversation arrives: Through the client's channel, via the GCO ingestion pipeline.
Queued and assigned: To an available operator, with a response timer.
Human operator replies: With an AI-drafted suggestion to review when useful.
Supervised: Supervisors see queues and review conversations.
Escalated when needed: Operator, then supervisor or team lead, then GCO management and the client contact.
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.
Capabilities
What the platform does
Live conversation queues
Incoming conversations are queued and prioritised, with the queue visible to supervisors in real time.
Automatic and manual assignment
Conversations are assigned automatically to available operators using race-safe assignment, and can be reassigned manually by supervisors.
Response timers
Each assignment carries a response deadline that the system tracks; expired assignments are released back to the queue.
Reassignment
Work moves to another operator when a deadline passes or a supervisor decides it should.
Workload and operator status
Operator availability and capacity are visible, so work is distributed against real workload.
Language tagged conversations
Conversations carry their language, and operators are staffed per language for each project.
Supervisor visibility
A manager dashboard shows operators, queue size, active conversations and SLA breaches.
Escalation workflow
Operators escalate with a reason; supervisors claim, note and resolve, or escalate to GCO management and the client contact. Every step is recorded.
Operational reporting
Live operational figures such as queue size, response times and SLA breaches, plus usage reporting.
Activity monitoring
Actions on the platform, from assignments to escalations, are recorded for audit.
AI-assisted workflows
AI drafts suggested replies and extracts facts to help the operator. The operator reviews, edits and sends; nothing is sent automatically.
Security controls
Role-based access, client/tenant isolation, signed webhook verification, rate limiting and HTTPS. No certifications are claimed.
Supervision & 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.
Explore
See it applied
The platform runs every GCO service, from live chat support and chat moderation to dedicated teams, across our industries.
Ready 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.