Bengaluru: 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, a next-generation AI solution built on the HGS Agent X framework. This enterprise-grade platform redefines Quality Assurance (QA) from a routine customer service function into a strategic engine that delivers actionable insights and amplifies customer voice intelligence.
As customer expectations for seamless, personalized, and proactive engagement continue to rise, Interaction Intelligence empowers enterprises to analyze nearly 100% of customer interactions across omni-channel platforms—expanding traditional QA coverage by up to 100 times. The solution integrates conversational, behavioral, and operational metrics in real time, offering deep visibility into compliance, agent performance, and customer loyalty drivers.
Key benefits of the solution include:
- Enhanced customer experience through better-trained agents, improved campaign effectiveness, and optimized product searchability
- Cost competitiveness via reduced operational costs and increased revenue through cross-selling and up-selling
- Strengthened brand reputation by integrating direct customer feedback with expanded interaction coverage
- Strategic decision-making supported by real-time, actionable insights into customer trends
Leveraging decades of domain expertise and data, Interaction Intelligence measures tone, empathy, accuracy, and procedural adherence at scale. This creates a holistic and unbiased assessment of interaction quality, translating into measurable operational improvements across client ecosystems.
According to Gartner, the customer service software (CSS) market—which includes 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 rising demand for AI-driven solutions that elevate service quality and operational efficiency across industries.
Venkatesh Korla, Global CEO of HGS, stated, “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. This launch positions us strongly to capitalize on increasing CX transformation investments within a rapidly growing market, driving sustained returns for our clients.”
The launch marks a pivotal milestone in HGS’s transformation from a traditional BPO to an AI-powered Intelligent Experience Company. The solution is currently being deployed for select clients in the Americas, signaling a new phase of scalable, high-margin digital transformation services.
