Unlocking the Future: Hinduja’s Enterprise AI Transforms Quality Assurance Landscape

Image Source : The Hindu

Hinduja Global Solutions (HGS) has launched Interaction Intelligence, an advanced enterprise AI solution designed to transform traditional quality assurance (QA) into a strategic tool. Leveraging real-time analysis of nearly 100% of customer interactions across omni-channels, it enhances compliance, agent performance, and customer loyalty insights to drive operational excellence.

Hinduja Global Solutions (HGS), a leader in digital experience and business process management, unveiled its new AI-powered platform, Interaction Intelligence, built on its proprietary HGS Agent X framework. This solution redefines quality assurance by expanding coverage up to 100 times compared to traditional methods, analyzing conversational, behavioral, and operational metrics in real-time to provide deep insights.

In an era where personalized and seamless customer experiences are paramount, Interaction Intelligence empowers enterprises to monitor compliance, measure agent tone, empathy, and accuracy, and identify loyalty drivers at scale. This holistic, unbiased quality assessment supports improved agent training, campaign effectiveness, and brand reputation enhancement.

The platform also enables cost competitiveness by reducing operational costs and boosting revenue through cross-selling and up-selling opportunities. With actionable intelligence on emerging trends, businesses can make data-driven strategic decisions.

According to Gartner, the customer service software market—powered increasingly by AI and generative AI—is expected to grow from $43.6 billion in 2024 to $73.4 billion by 2028, underscoring rapid demand for such innovative solutions.

HGS’s CEO Venkatesh Korla stated that the launch marks HGS’s evolution into an AI-centric intelligent experience company, unlocking new value streams for clients and enhancing its competitive strength.

Key Highlights:

Interaction Intelligence expands QA coverage up to 100 times using AI.
Real-time analytics of conversational, behavioral, and operational data.
Measures tone, empathy, accuracy, and compliance at scale for holistic insights.
Enhances customer experience via better agent training and campaign optimization.
Drives cost savings and revenue growth through cross-selling and up-selling.
Supports data-driven strategic decision-making with actionable intelligence.
Markets show strong growth potential: CSS market projected to reach $73.4B by 2028.
Marks HGS’s strategic shift towards AI-powered intelligent experience solutions.

Sources: Hinduja Global Solutions, PTI, Business Standard, Economic Times Enterprise AI, PR Newswire

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