HGS Launches Interaction Intelligence to Transform Customer Experience and Drive Strategic Growth
Mumbai: Hinduja Global Solutions (HGS), a leading provider of digital experience, business process management (BPM), and digital media services, has announced the launch of Interaction Intelligence, an enterprise-grade AI solution designed to revolutionize customer experience (CX) and unlock strategic business value.
Built on the HGS Agent X framework, Interaction Intelligence transforms traditional Quality Assurance (QA) from a routine service function into a strategic asset. The solution delivers actionable insights by analyzing nearly 100% of customer interactions across omni-channel platforms, expanding QA coverage by up to 100 times.
In today’s landscape of rising customer expectations for seamless and personalized engagement, Interaction Intelligence enables real-time analysis of conversational, behavioral, and operational metrics. This provides enterprises with deep visibility into compliance, agent performance, and customer loyalty drivers.
Key benefits of the solution include enhanced CX through better-trained agents, improved campaign effectiveness, and increased product discoverability. It also supports cost competitiveness by reducing operational costs and generating new revenue streams through cross-selling and up-selling. Additionally, it strengthens brand reputation by integrating direct customer feedback and offers strategic insights to guide decision-making.
Leveraging decades of domain expertise, the platform evaluates tone, empathy, accuracy, and procedural adherence at scale, delivering a holistic and unbiased assessment of interaction quality. These insights translate into measurable improvements in operational efficiency.
According to Gartner, the customer service software (CSS) market—encompassing AI and Gen AI capabilities—is projected to grow from $43.6 billion in 2024 to $73.4 billion by 2028, at a CAGR of 13.8%. This growth reflects the increasing demand for AI-powered solutions that elevate service quality across industries.
“Interaction Intelligence exemplifies HGS’s commitment to innovation-led growth and market leadership in AI-powered customer experience,” said Venkatesh Korla, Global CEO of HGS. “By turning QA into a dynamic, data-driven engine for strategic decision-making, we unlock new value streams for our clients and strengthen our competitive edge.”
The launch marks a pivotal moment in HGS’s transformation from a traditional BPO provider to an AI-powered Intelligent Experience Company. The solution is currently being deployed for select clients in the Americas, paving the way for scalable, high-margin digital transformation services.
