HiOperator

About HiOperator

HiOperator functions as a customer service-as-a-service (CSaaS) provider, delivering solutions for businesses by combining artificial intelligence with a human touch. The company was founded in 2016 by CEO Liz Tsai and Phil Salesses. Tsai's background is rooted in technology and logistics; she attended MIT at age 15 for her bachelor's and master's degrees and subsequently worked in physical commodities trading in Geneva and Singapore. This experience highlighted the potential for software automation paired with human oversight to drive efficiency, a principle she applied to the customer service industry by starting HiOperator.

The company's business model is centered on providing a scalable, on-demand customer support workforce. It targets small to medium-sized businesses across various sectors like e-commerce, retail, and fitness, which often face challenges in scaling their customer service teams, especially during seasonal peaks. HiOperator addresses this by charging clients on a pay-per-resolution basis with low monthly minimums, offering a cost-effective alternative to hiring and training in-house staff or engaging in long-term contracts with traditional outsourcing firms. The company has participated in the Y Combinator S16 accelerator program and has received investments from 43North and HearstLab.

HiOperator's service offering is a modular suite designed to integrate with a client's existing technology stack, including platforms like Zendesk, Intercom, and Shopify. The core of the service is a hybrid of AI and human agents. The technology stack features workflow automation, refined large language models (LLMs), and generative AI to handle the entire customer service journey. Its product suite includes 'HiLite AI' for automated data-tagging, 'HiAuto' for fully automated responses, and an 'Elite Agent' team of US-based, W2 employees who manage complex customer issues. This structure allows for a blend of automated efficiency for backend processes and empathetic human interaction where it matters most, creating a more personalized customer experience.