Last September 24, 2018, Everise announced the acquisition of Hyperlab, a digital experience company providing conversation artificial intelligence solutions to businesses. This move will see Everise as a stakeholder of the Malaysia-based company. With Hyperlab’s expertise in sales and customer support automation, Everise will provide efficient customer experience solutions to its clients, while continuing to support the growing demands of customers.
The Conversation AI Platform of Hyperlab with enable companies to automate both Customer Experiences (CX) and Employee Experiences (EX). By fusing their technology to Robotic Process Automation (RPA), natural language processing, speech recognition, and contextual awareness, Hyperlab will produce a digital workforce that would elevate Everise’s customer service teams across the globe.
Hyperlab has established a name in Asia as an expert in Southeast Asian dialects. Since their founding, Hyperlab CX and EX solution has provided solutions for English, Bahasa Malaysia, Manglish (colloquial Malaysian), Singlish (Singaporean English) Chinese language speaking customers. Their chatbots have had assisted 1,000,000 unique users around the world. Currently, Hyperlab is expanding its service with a Spanish speaking chatbot for the US market.
“Our acquisition of Hyperlab is the latest stage of our journey to becoming a true experience company, one that drives innovation and disruption in the BPO industry,” said Sudhir Agarwal, CEO of Everise. Mr. Agarwal added, “Hyperlab will provide a significant boost in capabilities to both Everise and our clients allowing us to interact with customers online in multiple Southeast Asian dialects, handle more interactions more efficiently, automate more tasks, reduce costs and generate actionable data and analytics. When this is married to quality human-to-human engagement we will start to see the evolution of a highly effective customer service ecosystem that easily and smoothly spans the online and physical worlds. These are exciting times for Everise, our clients, and the wider BPO industry.”
Hyperlab is also working with some of Asia’s largest financial services and telecommunication companies, such as Maxis, Hong Leong Bank and Zurich Insurance. Using their automation affinity planning tool, Hyperlab aims to help companies have a seamless blend of autonomous digital and human workforce.
“Hyperlab is a true example of the wealth of start-up talent that exists in the region,” says Atul Kapur, co-founder of Everstone and Board Member of Everise. He added, “the company’s highly conversational AI solutions will integrate perfectly into our own BPO solutions and will allow us to provide an even higher level of customer service, at scale and at lower cost, for our clients. Everise will continue to partner with companies large and small who we feel are able to provide solutions for our clients. The sophisticated AI solutions provided by Hyperlab fit our model, enabling customer service functions to be handled quickly and efficiently online, resulting in happier customers and actionable data.”
Everise’s acquisition of Hyperlab follows their successful partnership with Microsoft, last March 2018 to develop an AI platform to transform the contact center and business process outsourcing (BPO) industry through an omnichannel customer service solution. This will help Everise deliver systematic and intelligent customer experience by using the power of AI.
Hyperlab will join Everise’s roster of companies as a subsidiary. They will continue to foster the Malaysian market and its core team led by Vic Sithasanan, Janet Teo and Chris Greenough will join Everise group to develop its technology arm.