Everise acquires Malaysia-based AI company Hyperlab to boost CX offerings

Asia-based global experience company Everise has fully acquired Malaysia-based conversational artificial intelligence (AI) company, Hyperlab. The acquisition will see Everise take a majority stake in Hyperlab, adding the AI company to its own suite of solutions that allow its clients to interact with their consumers at a time, place and channel of their choosing.In a statement to A+M, Sudhir Agarwal, CEO of Everise said there will be no major personnel changes and that the core team of Hyperlab comprising Vic Sithasanan, Janet Teo, and Chris Greenough, will join the Everise group of companies under its technology arm.By leveraging Hyperlab's expertise in automating consumer support and sales at scale, Everise said it will be able to deliver increasing efficiency for its clients, while continuing to meet customer expectations. Hyperlab will create a digital workforce that will complement and empower customer service teams globally, the press statement read.Hyperlab's conversational AI platform allows companies to automate and elevate customer experiences and employee experiences. The platform combines robotic process automation with AI, natural language processing, speech recognition and contextual awareness.Hyperlab specialises in Southeast Asian languages and has over three million minutes of conversational data in English, Bahasa Malaysia, Manglish (colloquial Malaysian), Singlish (Singaporean English) and Mandarin. The chatbots converse with more than one million unique users worldwide. Hyperlab is in the process of developing a Spanish speaking chatbot for the US market.Agarwal said its acquisition of Hyperlab is the latest stage of its journey towards becoming a true experience company. He added that Hyperlab will provide a "significant boost" in capabilities to Everise and its clients, allowing the company 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," Agarwal said.(Photo courtesy: 123RF)