The Human Intelligence Behind Enterprise AI
We believe the future of customer service is not pure, unchecked automation—it is the orchestration of modern AI and high-empathy human intelligence working in tandem.
Most customer service automation optimizes for deflection—celebrating when a customer stops messaging, even if the issue was never resolved. Grounded in malasakit, our human specialists take radical ownership of high-stakes edge cases, complex policy disputes, and emotional friction that automated agents cannot solve alone.
Leadership
Garrett Choi
Chairman & CEO
Google • Meta
Leading enterprise strategy and technology architecture, bringing experience scaling global systems across Meta and Google.
Connect on LinkedIn
Lauren Go
President & Chief Revenue Officer
American Tower • SBA Corp • Cirrascale
Decades of revenue leadership scaling mission-critical telecom, compute, and high-performance digital infrastructure.
Connect on LinkedIn
Ann Catingub
Head of Operations
Tech Mahindra • Teleperformance • Author Solutions
Decades of frontline contact center leadership managing enterprise-scale delivery floors, quality calibration, and operational SLAs.
Connect on LinkedIn
Donna Baltazar
Operations Team Leader
JPMorgan • Concentrix • TrustArc
20+ years leading operations, customer experience, and high-performing teams across complex, fast-moving service environments.
Connect on LinkedInA Different Operational Philosophy: Why We Are NOT A Legacy BPO
Legacy BPOs manage headcount; AI-first operations require intelligent orchestration. Malasakit.ai bridges the gap with seamless agentic integration, real-time HITL coaching, zero-loss Tier 2 escalations, and continuous model training—scaling your automation safely at enterprise grade.
Core Incentive
Billable Headcount: Structured to bill more agent hours; penalized when automation succeeds.
Model Alignment: Succeeds when safe AI containment increases and edge cases drop.
Workforce Mandate
Low-cost script-readers handling high-volume, repetitive Tier 1 FAQs.
Analytical, AI-literate Tier 2 operators resolving complex edge cases and real-time approvals.
Data Loop
Closed Data Black Hole: Transcripts are closed in the CRM; zero failure signals reach the AI model.
Continuous Model Flywheel: Real-time intelligence tagging and RLHF pipelines train your AI weekly.
Escalation Handoff
Context drops; customers are forced to restart and repeat their issue.
Zero-Loss Context: Operators inherit the bot's full reasoning chain, tool state, and conversation history.
Technical Support
None; internal IT must manage broken APIs and webhook failures.
Forward Deployed Engineers (FDEs): Active technical onboarding and direct pipeline maintenance.
Core Incentive
Legacy BPO ModelBillable Headcount: Structured to bill more agent hours; penalized when automation succeeds.
The Malasakit.ai ModelModel Alignment: Succeeds when safe AI containment increases and edge cases drop.
Workforce Mandate
Legacy BPO ModelLow-cost script-readers handling high-volume, repetitive Tier 1 FAQs.
The Malasakit.ai ModelAnalytical, AI-literate Tier 2 operators resolving complex edge cases and real-time approvals.
Data Loop
Legacy BPO ModelClosed Data Black Hole: Transcripts are closed in the CRM; zero failure signals reach the AI model.
The Malasakit.ai ModelContinuous Model Flywheel: Real-time intelligence tagging and RLHF pipelines train your AI weekly.
Escalation Handoff
Legacy BPO ModelContext drops; customers are forced to restart and repeat their issue.
The Malasakit.ai ModelZero-Loss Context: Operators inherit the bot's full reasoning chain, tool state, and conversation history.
Technical Support
Legacy BPO ModelNone; internal IT must manage broken APIs and webhook failures.
The Malasakit.ai ModelForward Deployed Engineers (FDEs): Active technical onboarding and direct pipeline maintenance.
Our Global FootprintRun by experts. Built for your success.
Whether you're looking to de-risk an upcoming agentic deployment or relieve your internal team from edge-case ticket burnout, let's discuss your operational architecture.