Globee set to use AI, advanced technologies

The company is touted to be the 1st lab in the world which will focus on innovation and incubation of technologies in Malaysia

By LYDIA NATHAN / Pic By AFIF ABD HALIM

ARTIFICIAL intelligence (AI) and customer support using omni channel customer care services in multilingual languages are expected to be the way to go for improved customer services among businesses.

One such technology is the newly introduced Globee Services, a joint effort between South Korea’s largest business process outsourcing (BPO) service company UBASE and Singapore-based Everise.

Everise CEO Sudhir Agarwal said in this day and age, people do not want simple solutions as they opt for new, big innovative ideas that will leverage technology at its capacity.

“We will look at partnering our clients to offer a differentiated and engaged business model. That ultimately becomes part of the overall customer experience that brands need to achieve to compete in the global marketplace,” he said at the company’s launch in Kuala Lumpur (KL) yesterday.

The Globee Services is touted as the first lab in the world that will focus on the innovation and incubation of technologies in Malaysia.

The new lab in KL will be capable of servicing all major languages across South-East Asia and the Far East regions at a lower cost, while maintaining high-quality standards that clients expect of both firms. It also suppor ts mult iple European languages.

According to Sudhir, it is not merely a customer service centre, but instead, all solutions and technologies will incorporate the usage of big data and predictive AI for its clients.

“We are taking it to the next level of digital transformation. Globee is the only BPO company globally to have a lab like this, we didn’t want to be just talking about it, but instead wanted the psychical lab where people could touch and see the actual technology being used,” he added.

Recent innovations from the lab include robotic process automation, analytics and a Globee Chat Bot.

UBASE CEO Daegun Hur said the venture is a first-time investment for a Korean BPO company which is targeting global and digital clients.

Hur said Malaysia is chosen as a hub as the country offers under- utilised potential.

Its multiracial and multicultural nature has also placed Malaysia in a unique position globally.

“Malaysia was chosen due to its multicultural society that represents pan-Asia, great work ethics, excellent infrastructure and friendly businessoriented policies,” he said.

The business proposition is confident that this new hub will bring about some 2,000 high-skilled jobs in the next four to five years.

For now, most of the engineers working on the technology are based in the US, India and the Philippines.

“There will be a variety of skilled jobs — ones that work with automation, IQ (intelligence quotient) and EQ (emotional quotient).

“Whatever skills we can’t find here, we will get them from outside, and over time, our own people can learn from them and develop their own skills,” Sudhir said.

He added that local companies in Malaysia will now be able to set a higher benchmark for themselves with the existence of Globee.

“Local companies now can set the benchmark against global companies, they will keep changing, but companies that embrace these changes are the ones who will keep growing,” he said.

Everise is the parent company of US-based C3 (CustomerContactChannels) and the venture between UBASE and Everise is headquartered in Singapore.