Everise recognised for its ‘Meet HALI’ project and Bespoke Boost BI platform.
Leading CX Transformation company Everise has been conferred the AI - Business Services award in the Malaysia Technology Excellence awards, as well as the Fintech - Business Services trophy in the Malaysia International Business Awards, each presented by Singapore Business Review magazine.
Everise received the AI award for its project ‘Meet HALI,’ now an integral member of Hong Leong Bank’s (HLB) human resource department (HR). The bank sought a digital platform that could optimise their employee queries and responses, to serve an increasingly digital workforce. To accommodate HLB's needs, Everise created HALI, a powerful support platform for employees, by combining natural language processing (NLP) with machine learning and by integrating that technology with HLB's HR management system (HRMS). HALI was ‘hired’ as a virtual assistant to improve productivity in the HR department and to automate employee enquiries, enabling HLB to redeploy their HR helpdesk team to work on higher-value tasks.
The platform has progressively gained new knowledge and delivers accurate responses 93.2% of the time, positively impacting the bank's HR team's productivity. By automating repetitive tasks and core services, HLB saves about 320 hours of monthly manual support.
Scaling the e-wallet, Boost
For their Bespoke Boost Business Intelligence (BI) platform, Everise has been lauded for the Fintech - Business Services category of the Malaysia International Business Awards, for assisting high-growth Malaysian e-wallet Boost.
Facing minor bugs and increasing service request volumes at their experience centres, Boost needed an innovative digital solution to be used to improve their customer experience (CX).
Boost partnered with a leading digital experience company to deliver an effective Human+Bot blended AI Solution, which enables the first-level support to be managed with the AI Platform before an issue is escalated to a live chat agent, who supports pressing and complex matters. The DX teams are trained extensively on Boost's financial services policies and understand how to use BI’s visual information architecture.
The BI integrated Dashboard, Bespoke Boost, combines data points from multiple sources that are able to monitor both bot and human performance, giving Boost the upper hand when dealing with problems. Furthermore, agents have all the information they need on their desktop screens, with the ability to track how their cases are performing.
What is innovative about Boost BI is the way data is used to deliver outstanding customer support and to monitor Boost’s Experience Centre. Agents that work with BI can consecutively manage more cases rather than leave them unattended.
In the first 90 days, BI helped ensure that 80% of service requests were handled within 20 seconds, reducing the service request abandonment rate to below 5%, allowing for on-time case management and outbound case processing as well as laying the groundwork for more effective predictive functions.
Everise is a global experience brand extending CX transformation to enterprises from the Fortune 500 to the world’s most beloved unicorns to high growth tech startups. With 15 experience centers located strategically across five countries, Everise leverages the unique strengths of specific geographies and populations to provide partners with outsourced CX that is affordable, sustainable, agile, capable and fluent in over 20 languages. Learn more at weareeverise.com.
Watch the interview below to know more about their winning project:
The Malaysia International Business Awards 2020, presented by Singapore Business Review, was held via video conferencing throughout the month of September.
This year’s nominations were judged by a panel consisting of Andrew Heng, Group Managing Partner at Baker Tilly Malaysia; Chan Siew Mei, Partner, Head of Advisory at KPMG; Dato’ Robert Teo, Chairman at RSM Malaysia; Yee Wing Peng, Malaysia Managing Partner and SEA Chinese Services Group Leader at Deloitte; and Esther Yap, Partner, Audit at Mazars.
If you would like to join the 2021 awards and be acclaimed for your company’s outstanding projects and initiatives, please email Jane Patiag at firstname.lastname@example.org.
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