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In today's Customer Experience (CX) Economy, businesses are judged by the level of service they deliver. In fact, multiple studies have found that about 80 percent of customers would change service providers or pay more for a better experience. Customers don’t ask, they expect that a business has a solid understanding of their needs and offers personalised support 24/7/365. For businesses, meeting these demanding expectations is a large problem.
Fortunately, advancements in Natural Language Understanding (NLU) and other AI technologies such as machine learning are creating opportunities to solve these challenges. According to a recent Gartner report, by 2020 about 85 percent of customer-enterprise engagements will be managed without a human. As smart device and home assistants, such as Alexa and Siri, Gartner's prediction is close to becoming a reality.
Leading this transformation is Hyperlab, Southeast Asia’s leading Conversational AI company. They build AI Assistants for visionary enterprise, helping them intelligently automate their customer and employee experiences. By fusing AI with Robotic Process Automation (RPA), Natural Language Processing, speech recognition and contextual awareness, Hyperlab delivers a digital workforce for companies that enhance and empower customer service teams globally.
“Our bots have processed over three million minutes worth of conversational data in English, Bahasa Malaysia, Manglish, Singlish, and Chinese with over 1,000,000 unique users around the globe,” states Vic Sithasanan, SVP New Business, Hyperlab. Their Conversational AI Platform enables effective understanding of numerous Southeast Asian dialects, enabling people to converse naturally with businesses, while automating business-critical workflows effortlessly.
As a product and solutions company, Hyperlab works with its clients from start to finish, beginning with its AI Affinity Planning Tool, which helps identify core automation opportunities; after which, they follow an expertly documented six-step process that deliver AI Assistants that work for both the customer and the business.
Currently, Hyperlab works with visionary enterprises that recognise CX and technological innovation can be core differentiators.
Our research on human-to-machine interaction has shown that 45 percent of people would share something intimate with a bot that they wouldn’t with another person
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