With exactly the right blend of Human + AI.
hibrid builds your customer experience function from scratch, runs it until it works, and transfers it fully to you. Nine AI products automate what scales.
Every new company solves CX the same three ways. All three end up fragmented.
A founder wires together five tools and writes SOPs from a blank page. Slow, and nothing compounds for years.
Fast headcount, zero ownership. The contract ends, and you keep the transcripts, not the judgement.
A QA tool here, a bot vendor there. Nothing shares a record, and someone still has to run it.
We design it, build it on hibrid Core, and run it, bringing in the right tool for the job when ours isn't it.
Not a consultancy that advises and leaves. Not an outsourced operator you become dependent on. hibrid builds your CX function, runs it until it works, and hands it over, completely yours.
We design the function from your actual product and customer base. People hired to your SOPs. Channels, tooling, and escalation logic configured before day one.
We run the function, day to day. Routing, escalations, coaching, quality. Not in an advisory capacity, on the floor, in the tools, accountable for the metrics.
Everything transfers to you, completely. The team, the SOPs, the system of record, the product stack. You own a working function, not a vendor dependency.
Not software you configure yourself. We set up the function, write the processes, hire and align the people, and run it, with every conversation kept in one system of record from day one.
Agents hired and onboarded against SOPs built from how your product actually works, not a generic template.
SLAs, escalation paths and resolution logic devised from how customers actually contact you.
Routing, escalations, coaching and quality, operated by hibrid so it actually works.
An omnichannel inbox, ticketing, contact history and cohort intelligence, always yours to keep.
Each product plugs directly into hibrid Core. Add what you need, in the order that makes sense for your volume. Your customer history stays intact either way.
Knows who is calling before the call is answered, history, cohort, risk score. Handles order status, cancellations and refunds end to end.
Resolves WhatsApp and web chat directly, decision-tree for high-volume queries, full AI reasoning for open-ended ones. Escalates to a human with full context when it should.
Scored against your own rubric. Escalation risk and coaching themes surfaced automatically, with verbatim evidence attached.
Chat, WhatsApp and email threads scored with the same full-coverage model as voice. One unified quality score across every channel.
Agents learn on simulated customers built from real conversation patterns. Certified before they go live, not on the first real call.
Cohort-based compensation and resolution, instant for high-trust customers, reviewed for flagged patterns. The fraud-and-resolution balance, solved.
Routes each interaction to whoever is statistically likely to resolve it best, accounting for skill, load, and urgency in real time.
Surfaces the right knowledge and the right next move automatically, mid-conversation. Agents never search for an answer mid-chat or call.
Public mentions ranked by blast radius, not sentiment score alone. Brand teams see what actually needs attention before it travels.
The operating logic hibrid runs on was built by hand at Myntra and Swiggy, not designed from a whiteboard.
Scaled CS from 16 to 2,000 at Myntra. Then from 6 to 8,000 across six simultaneous verticals at Swiggy, building the routing and resolution logic hibrid runs on, by hand, long before it became software. Recognised with the Stalwart Award for sustained operational excellence, and the Nurture Award for developing the next generation of CX leaders, over 10 of whom now run CS functions at India's most recognised consumer brands.
Led CX AI strategy at Swiggy across Food Marketplace and Instamart, owning P&L, planning, control tower, process design and automation, and service recovery operations. Built his product discipline as a Product and Functional Lead at Deloitte, and earlier at Tata Consultancy Services, across ecommerce and enterprise technology.
Led operations and people functions at Swiggy and Medibuddy through fast, high-pressure growth, hiring, training, and running the day to day operating rhythm that kept both businesses functioning at scale.
Beyond the founders, hibrid is built and run by a senior team of product and engineering talent, including an architect from one of India's top consumer brands, alongside seasoned CX SOP designers, planners and operations specialists who have done this before, at real scale.
Whether you are starting from zero, scaling rapidly, or trying to transform an existing operation, tell us where you are and we will show you what the first thirty days could look like.