Hinduja Global Solutions Launches Interaction Intelligence to Transform Customer Experience
AUSTIN, Oct. 28, 2025 /PRNewswire-PRWeb/ — Hinduja Global Solutions (HGS), a frontrunner in digital experience and business process management, has introduced Interaction Intelligence, its latest enterprise-grade artificial intelligence (AI) solution. This innovation redefines Quality Assurance (QA) within customer service, shifting it from a routine task to a strategic asset that offers actionable insights from customer interactions.
As customer expectations for personalized and proactive engagement continue to evolve, HGS’s Interaction Intelligence allows companies to analyze nearly 100% of their customer interactions across various channels. This capability significantly expands traditional QA coverage, increasing it by up to 100-fold. The platform merges conversational, behavioral, and operational data in real-time, providing companies with unparalleled visibility into key areas such as compliance, agent performance, and factors influencing customer loyalty.
Key benefits of the Interaction Intelligence solution include:
– Enhanced customer experience through better-trained agents and improved campaign effectiveness.
– Cost savings and increased revenue opportunities via effective cross-selling and up-selling.
– Strengthened brand reputation through direct integration of customer feedback.
– Actionable insights that inform strategic decision-making and trend analysis.
Built upon extensive domain expertise, this solution assesses tone, empathy, accuracy, and procedural compliance on a large scale, resulting in a thorough and impartial evaluation of interaction quality that enhances operational performance.
According to Gartner, the market for customer service software (CSS), including AI solutions, is projected to grow from $43.6 billion in 2024 to $73.4 billion by 2028, with a compound annual growth rate (CAGR) of 13.8%. This growth reflects the rising demand for AI-driven enhancements in service quality and operational efficiency across numerous industries.
“Interaction Intelligence reflects HGS’s dedication to innovation and leadership in AI-powered customer experiences,” stated Venkatesh Korla, Global CEO of HGS. “By converting traditional QA roles into dynamic, data-informed decision-making tools, we enable our clients to uncover new revenue streams while bolstering our competitive advantage.”
This launch signifies a pivotal development in HGS’s transition from conventional BPO to an AI-centric Intelligent Experience Company, creating new opportunities for scalability and profitability in digital transformation services. HGS is currently implementing this solution for select clients across the Americas.
About Hinduja Global Solutions (HGS):
HGS is a global leader in enhancing the customer experience lifecycle through digital transformation and business process management. By leveraging automation, analytics, and AI, HGS aims to improve digital customer engagements, back-office operations, contact centers, and human resources solutions. With over 18,000 employees in nine countries, HGS is committed to helping clients gain a competitive edge. For more information, visit https://hgs.cx.
