HGS introduces AI-based solution to improve CX and business decisions

Hinduja Global Solutions (HGS) has announced the launch of Interaction Intelligence, an AI solution designed to enhance customer experience (CX) and business performance. The platform, built on the HGS Agent X framework, aims to turn Quality Assurance (QA) from a routine task into a data-driven function that supports strategic decision-making.

Interaction Intelligence allows organizations to analyze nearly all customer interactions across multiple channels. This expands QA coverage significantly compared to traditional methods. The system combines conversational, behavioral, and operational data in real time to monitor compliance, agent performance, and customer satisfaction.

The platform helps businesses improve customer engagement, train agents more effectively, and gain insights that lead to higher revenue through cross-selling and up-selling. It also enables companies to integrate customer feedback directly into operations, helping them identify issues and opportunities more quickly.

HGS stated that the solution measures tone, empathy, accuracy, and adherence to procedures at scale, providing a comprehensive view of customer interactions. This data can be used to improve efficiency, ensure compliance, and strengthen customer loyalty.

“By turning the traditional QA function into a dynamic, data-driven engine for strategic decision-making, we unlock new value streams for our clients and enhance our own competitive advantage,” said Venkatesh Korla, Global CEO of HGS.