Hyperlab

Hyperlab is a Malaysian company specializing in conversational artificial intelligence, operating as a subsidiary of the global experience company Everise. The company was acquired by Everise in September 2018 to integrate AI solutions into the business process outsourcing (BPO) and customer service industry. The founding team, including Vic Sithasanan, Janet Teo, and Chris Greenough, transitioned to Everise's technology division following the acquisition. Chris Greenough, a co-founder, has a background in strategy and digital consulting, having led rebranding and digital transformation projects before establishing Hyperlab.

The firm's core business involves developing AI-powered smart assistants for enterprise clients, primarily in the financial services, telecommunications, and insurance sectors. Its business model focuses on automating customer and employee experiences (CX and EX) at scale. Hyperlab delivers a digital workforce by combining its Conversational AI Platform with technologies like Robotic Process Automation (RPA), Natural Language Processing (NLP), and speech recognition. This approach helps clients manage high volumes of interactions, reduce operational costs, and generate actionable data.

The company's key service is a proprietary Conversational AI Platform that excels in understanding multiple Southeast Asian languages and dialects, including English, Bahasa Malaysia, Manglish (colloquial Malaysian), Singlish (Singaporean English), and Chinese. This linguistic specialty allows businesses to engage customers in their native, natural language. The platform is designed to handle business-critical workflows, from answering product queries to processing transactions. Hyperlab also offers a hybrid "Blended AI" solution, which combines automation with human agents for handling more complex inquiries, ensuring a seamless customer journey. Before the acquisition, Hyperlab had already processed over three million minutes of conversational data with more than one million unique users for major clients like Maxis, Hong Leong Bank, and Zurich Insurance.

Keywords: conversational AI, customer experience automation, employee experience automation, chatbot solutions, digital workforce, natural language processing, Southeast Asian dialects, BPO technology, AI assistants, robotic process automation, CX automation, EX automation, financial services AI, telecommunications AI, multilingual chatbots