Covid-19 fears drives demand for AI-startup, Superceed’s products as it seeks to raise US$5mil round

• Provides AI-driven customer engagement through combination of four key AI technologies
• Recognised by Gartner as among leading audio based Emotion AI players – along with Amazon

Aiming to tap the sudden strong demand for remote working digital tools in reaction to the Covid-19 triggered pandemic, Artificial Intelligence startup, Superceed (M) Sdn Bhd has launched Homework, a product that supports work from home via Virtual Call Management and Omnichannel Platform.

“We see opportunities in this crisis as the need to work from home arises, so will the need for tech that supports virtual work, collaboration and customer engagement solutions,” says Matthew Barsing, Chief Executive Officer of Superceed.

The timing of the pandemic is fortuitous to Superceed. The startup is a Cradle Fund CIP Grant recipient from 2013 and is currently in the process of raising US$5 million (RM21.5 million) funding. It closed 2019 with US$3.12 million (RM13.42 million) in revenue.

Designed to support a distributed agent approach, Homework enables calls to be managed by staff working from home. Businesses can benefit from real-time supervisory and reporting. With Virtual Call Management, companies can manage calls virtually as though their staff are in the same office.

“All it takes for businesses to take work home is a good internet connection and PC or laptop, and they can access feature-rich applications online. The call management capabilities of Superceed are unmatched in the market,” claims Matthew of the startup which provides AI-driven customer engagement solutions through a combination of four key AI technologies i.e. voice emotional intelligence, natural language understanding, facial emotional intelligence and predictive AI.

The company was recently placed by a Gartner analyst based in Germany, as among the leading audio based Emotion AI technology players – along with Amazon and some other players.

Cofounder and Chief Visionary Officer, Jeffrey C. P. Tan, who launched Superceed in 2008, predicts that the combination of the four AI technologies into a unified platform, “will bring Emotion AI to an unprecedented level of adoption in businesses.”

As former Head of Foreign Direct Investment of Malaysian Digital Economy Corporation (MDEC), Matthew is confident of the impact of Superceed on the contact center industry and helping SMEs make the leap into digital transformation.

“The Superceed Omnichannel platform empowers business process outsourcing and shared services outsourcing companies to operate on a lean model, making the shift from CAPEX-based to OPEX-based model and from headcount-based to value-based service delivery. In addition, Superceed is equally powerful to be used as an effective customer engagement tool for SMEs.”

According to Tan, this is just the tip of the iceberg in terms of potential. “We are talking about massive transformation with Emotion AI. First, we consolidate the journey of customers across different interaction channels. Then we track the emotional journey of customers with Emotion AI technologies. Next, we help businesses to monetise the emotional journey of customers. We provide AI tools that augment and automate customer engagement processes,” he adds.

With its latest product Homework, supervisors and managers can monitor calls in real-time and keep tabs of staff call activities. Supervisors can also spy, whisper or barge. Supervisors can listen to a call conversation, or whisper to an agent without the caller listening, or participate in a 3-party conference call to resolve a customer issue.

In terms of quality control, call recordings are available online for internal evaluation and scoring. Managers can also gain insights into the virtual call center performance by generating performance reports online.

With Superceed Omnichannel Platform, businesses can take customer interactions to the next level. Businesses can receive and respond to customer issues via a single unified ticketing interface, easily relate a customer’s issue across multiple channels, and orchestrate customer issues seamlessly across their support hierarchy.

Priced between US$9 and US$40 per user per month, Superceed offers affordable on-demand work-from-home plans for every business, be it multinational corporation or SMEs alike.

[RM1 = US$0.23]