Hinduja Global Solutions (HGS), listed on the BSE and NSE, has launched Interaction Intelligence, an enterprise-grade artificial intelligence (AI) solution built on the HGS Agent X framework. The platform redefines Quality Assurance (QA) by converting it from a routine function into a strategic asset that offers real-time insights into customer sentiment and business performance. As customer expectations for seamless and personalised engagement continue to rise, the Interaction Intelligence platform enables enterprises to analyse nearly 100 per cent of customer interactions across multiple communication channels. This represents up to 100 times more coverage than traditional QA systems. The solution integrates conversational, behavioural, and operational data in real time, providing visibility into compliance, agent performance, and customer loyalty drivers. Key benefits include: Enhanced customer experience (CX): Improved agent training, campaign effectiveness, and product discovery. Cost competitiveness: Reduced operational costs and increased revenue through cross-selling and up-selling. Stronger brand reputation: Broader feedback coverage integrating direct customer insights. Strategic decision-making: Actionable trend analysis through real-time intelligence. Built on decades of domain experience, the solution measures tone, empathy, accuracy, and procedural adherence at scale, producing unbiased, data-driven assessments of customer interactions that drive measurable operational gains. According to Gartner, the customer service software (CSS) market — including AI and generative AI — is projected to grow from USD 43.6 billion in 2024 to USD 73.4 billion by 2028, at a compound annual growth rate (CAGR) of 13.8 per cent. This rapid growth reflects the rising demand for AI-powered customer experience (CX) solutions that enhance both quality and efficiency. Venkatesh Korla, Global CEO of HGS, said: “Interaction Intelligence exemplifies our commitment to innovation-led growth. By transforming QA into a dynamic, data-driven function, we enable our clients to extract new value from customer interactions and strengthen their competitive edge. This launch positions us to capitalise on the increasing demand for AI-led CX transformation.”