Hinduja Global Solutions (HGS) has launched Interaction Intelligence, an enterprise-grade AI solution that transforms traditional Quality Assurance (QA) in customer service into a strategic asset. Built on the HGS Agent X framework, the solution analyzes nearly 100% of customer interactions across all channels, expanding QA coverage by up to 100 times and providing deep, actionable insights into customer sentiment and agent performance.
Quick Intel
HGS launched Interaction Intelligence, an AI solution for customer service QA.
It analyzes 100% of omni-channel interactions, expanding coverage up to 100x.
The platform fuses conversational, behavioral, and operational metrics in real-time.
It provides unbiased assessment of tone, empathy, accuracy, and compliance.
Benefits include enhanced CX, cost reduction, and improved brand reputation.
The solution is part of HGS's evolution into an AI-powered Intelligent Experience Company.
Transforming QA from a Function to a Strategic Asset
Traditional QA typically samples a small percentage of customer interactions. Interaction Intelligence redefines this by leveraging AI to process and analyze virtually every customer contact. This provides an unprecedented level of visibility into compliance, agent performance, and the key drivers of customer loyalty. By fusing conversational, behavioral, and operational data in real time, the platform moves beyond simple scoring to deliver strategic intelligence that informs business decisions.
Driving Measurable Business Outcomes
The deployment of Interaction Intelligence leads to several key benefits. It enhances the customer experience by enabling better agent training and improving campaign effectiveness. It drives cost competitiveness by identifying inefficiencies and creating revenue opportunities through cross-selling and up-selling insights. Furthermore, it strengthens brand reputation by integrating direct customer feedback at scale, allowing for proactive management of customer sentiment.
Capitalizing on a Growing Market
This launch positions HGS to capitalize on the rapidly expanding customer service software market, which is heavily influenced by AI capabilities. Venkatesh Korla, Global CEO of HGS, said: "Interaction Intelligence exemplifies HGS's commitment to innovation-led growth and market leadership in AI-powered customer experience. 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."
The introduction of Interaction Intelligence marks a significant milestone in HGS's strategic shift from a traditional BPO provider to an AI-powered Intelligent Experience Company, offering scalable, high-margin digital services that deliver tangible value and a competitive edge to its clients.
A global leader in optimizing the customer experience lifecycle, digital transformation, business process management, and digital media ecosystem, HGS is helping its clients become more competitive every day. HGS' combines automation, analytics, and artificial intelligence with deep domain expertise focusing on digital customer experiences, back-office processing, contact centers, and HRO solutions. HGS' digital media business, NXTDIGITAL (www.nxtdigital.in), is India's premier integrated Digital Delivery Platforms Company delivering services via satellite, digital cable and broadband to over 6 million customers across 1,500 cities and towns.
Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a "globally local" approach. HGS has 18,472 employees in nine countries, including 33 delivery centers, making a difference to some of the world's leading brands across verticals. For the year ended March 31, 2025, HGS had total income of Rs. 4,958.8 crore (US$ 586.1 million). Visit https://hgs.cx to learn how HGS transforms customer experiences and builds businesses for the future.
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