HGS launches AI-driven Interaction Intelligence solution

28 Oct 2025 CW Team

In an era of growing customer expectations for seamless, personalised, and proactive engagement, the Interaction Intelligence solution enables enterprises to analyse nearly 100 per cent of customer interactions across omnichannel touchpoints—expanding traditional QA coverage by as much as 100 times. The system integrates conversational, behavioural, and operational data in real time to enhance visibility into compliance, agent performance, and the drivers of customer loyalty.

Key benefits of the solution include:

Enhanced customer experience (CX): Better-trained agents, more effective campaigns, and improved product searchability.

Improved cost efficiency: Reduced operational costs coupled with new revenue opportunities through cross-selling and up-selling.

Stronger brand reputation: Integration of direct customer feedback for expanded coverage.

Data-driven insights: Comprehensive trend analysis to inform strategic decision-making.

Drawing on decades of domain expertise, HGS’s solution measures tone, empathy, accuracy, and adherence to processes at scale—delivering an objective and holistic evaluation of customer interactions. This approach helps enterprises translate insights into measurable operational improvements.

According to Gartner, the customer service software (CSS) market—encompassing AI and generative AI solutions—is expected to grow from $43.6 billion in 2024 to $73.4 billion by 2028, registering a compound annual growth rate of 13.8 per cent. This surge reflects the rising demand for AI-driven tools that elevate service quality and operational performance across sectors.

“Interaction Intelligence exemplifies HGS’s commitment to innovation-led growth and leadership in AI-powered customer experience,” said Venkatesh Korla, Global CEO of HGS. “By turning the QA function into a data-driven engine for strategic decision-making, we are creating new value for our clients while strengthening our competitive edge. This launch positions HGS to capture growing investments in CX transformation and drive sustainable results for clients.”

Hinduja Global Solutions (HGS), listed on the BSE and NSE, has announced the launch of Interaction Intelligence—an enterprise-grade artificial intelligence (AI) solution built on the HGS Agent X framework. The platform redefines quality assurance (QA) by transforming it from a routine customer service task into a strategic capability that delivers actionable insights and deeper understanding of customer sentiment. In an era of growing customer expectations for seamless, personalised, and proactive engagement, the Interaction Intelligence solution enables enterprises to analyse nearly 100 per cent of customer interactions across omnichannel touchpoints—expanding traditional QA coverage by as much as 100 times. The system integrates conversational, behavioural, and operational data in real time to enhance visibility into compliance, agent performance, and the drivers of customer loyalty. Key benefits of the solution include: Enhanced customer experience (CX): Better-trained agents, more effective campaigns, and improved product searchability. Improved cost efficiency: Reduced operational costs coupled with new revenue opportunities through cross-selling and up-selling. Stronger brand reputation: Integration of direct customer feedback for expanded coverage. Data-driven insights: Comprehensive trend analysis to inform strategic decision-making. Drawing on decades of domain expertise, HGS’s solution measures tone, empathy, accuracy, and adherence to processes at scale—delivering an objective and holistic evaluation of customer interactions. This approach helps enterprises translate insights into measurable operational improvements. According to Gartner, the customer service software (CSS) market—encompassing AI and generative AI solutions—is expected to grow from $43.6 billion in 2024 to $73.4 billion by 2028, registering a compound annual growth rate of 13.8 per cent. This surge reflects the rising demand for AI-driven tools that elevate service quality and operational performance across sectors. “Interaction Intelligence exemplifies HGS’s commitment to innovation-led growth and leadership in AI-powered customer experience,” said Venkatesh Korla, Global CEO of HGS. “By turning the QA function into a data-driven engine for strategic decision-making, we are creating new value for our clients while strengthening our competitive edge. This launch positions HGS to capture growing investments in CX transformation and drive sustainable results for clients.”

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