HGS Launches AI-Based Interaction Intelligence for CX Insights
Filing Summary
Hinduja Global Solutions (HGS) launched Interaction Intelligence, an AI-based platform built on its Agent X framework to transform Quality Assurance into a data-driven intelligence system. The solution analyzes 100% of customer interactions across channels, integrating conversational, behavioral, and operational data for real-time insights. It improves agent performance, customer satisfaction, and compliance monitoring. The platform supports large-scale automation of quality assessments and is currently being implemented for clients in the Americas as part of HGS’s transition into an AI-powered intelligent experience company.
Hinduja Global Solutions Limited (HGS) announced the launch of Interaction Intelligence, an enterprise-grade artificial intelligence (AI) solution developed on the HGS Agent X framework. The platform is designed to enhance customer experience (CX) and transform Quality Assurance (QA) into a strategic intelligence function.
The Interaction Intelligence solution enables enterprises to analyze nearly 100% of customer interactions across multiple communication channels. By integrating conversational, behavioral, and operational metrics, it expands QA coverage up to 100 times over conventional sampling-based methods. The solution provides real-time visibility into compliance adherence, agent performance, and customer satisfaction metrics, allowing organizations to make data-driven decisions.
HGS highlighted that the platform captures tone, empathy, accuracy, and procedural compliance at scale, creating a unified performance measurement system. The data generated from customer interactions is processed into actionable insights for campaign improvement, customer loyalty enhancement, and operational decision-making.
Key benefits outlined by HGS include improved customer experience through better-trained agents, enhanced product searchability, and campaign performance. It also enables revenue generation through cross-selling and up-selling opportunities, supports brand reputation management through customer feedback integration, and drives strategic insights through large-scale interaction analytics.
According to Gartner, the global customer service software (CSS) market, which includes AI and generative AI technologies, is projected to grow from USD 43.6 billion in 2024 to USD 73.4 billion in 2028 at a compound annual growth rate of 13.8%. The company noted that this market trend aligns with the increasing enterprise adoption of AI-driven customer experience platforms.
The launch of Interaction Intelligence is part of HGS’s broader evolution from a business process outsourcing (BPO) firm to an AI-powered intelligent experience company. The platform is currently being deployed for select clients in the Americas.
About Hinduja Global Solutions Limited
Hinduja Global Solutions (HGS) provides digital experience management, business process management (BPM), and digital media services across multiple sectors. The company integrates automation, analytics, and AI solutions with customer experience, back-office, and human resource operations. Its digital media subsidiary, NXTDIGITAL, operates integrated digital delivery platforms serving over six million customers across 1,500 cities and towns in India. HGS employs over 18,000 people across nine countries and operates 33 delivery centers worldwide.