Everise has announced the launch of EverAI Labs, a new initiative in partnership with entrepreneur Sharath Keshava. The goal is to develop technology that will transform the agent journey and improve processes within the customer experience industry, which is valued at approximately $400 billion.
Based in Palo Alto, California, EverAI Labs brings together a team of researchers, speech scientists, machine learning engineers, and customer experience professionals. Dr. Andrew Maas, founder of Pointable and instructor at Stanford University, has joined as Chief Technology Officer. The lab aims to encourage collaboration among partners from academia, startups, technology firms, and capital markets.
In the coming months, EverAI Labs plans to release products designed to map all internal processes for customer experience agents alongside every customer interaction. These tools are intended to provide clients with an integrated workflow that tracks the agent’s journey from hiring through employment.
The announcement follows beta testing and deployment at Everise locations worldwide. Early results have shown improvements in performance metrics such as customer satisfaction scores and operational productivity. Everise currently employs 20,000 agents who handle over 200,000 customer experiences annually in 32 languages.
Sudhir Agarwal, Founder & CEO of Everise said: “EverAI Labs harnesses the power of emerging technologies such as AI, natural language processing, machine learning, cloud migration, and automation, to enable organizations to cut through the noise to the insights that truly matter. I am confident the work the team is producing at EverAI Labs has the potential to truly transform our industry and the customer experience as we currently know it.”
Sharath Keshava added: “Our goal at EverAI Labs will be to transform the customer experience industry through the delivery of secure, scalable, and user-friendly technology solutions to frontline agents. Our innovations are poised to streamline workflows and enhance agent performance, setting a new standard of excellence for the industry. We look forward to collaborating with partners to drive this change.”
Dr. Andrew Maas commented: “I am thrilled to join EverAI Labs as Chief Technology Officer and be part of the charge to transform customer experience. We will seek to leverage AI and machine learning to address existing inefficiencies in customer experience management. EverAI Labs’ suite of technology solutions will empower agents with real-time insights and automation, enhancing productivity and satisfaction levels for both agents and customers.”
EverAI Labs invites potential partners from across the customer experience sector to collaborate on future developments.
Founded in 2016,Everise provides services for healthcare providers as well as companies in transport, logistics, insurance, financial services and technology sectors. Backed by Brookfield and Warburg Pincus investments,the company operates globally with a focus on combining advanced technology with personalized service.
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