Hinduja Global Solutions (HGS) today announced the launch of Interaction Intelligence, an enterprise-grade AI solution built on the HGS Agent X framework. The solution transforms traditional Quality Assurance (QA) from a routine service check into a strategic engine that delivers actionable insights into customer interactions.
As customer expectations for seamless, personalized engagement continue to rise, HGS Interaction Intelligence enables enterprises to analyze nearly 100% of customer interactions across omni-channel platforms—expanding traditional QA coverage up to 100 times. By combining conversational, behavioral, and operational analytics in real time, the platform provides deep visibility into compliance, agent performance, and customer loyalty drivers.
Key benefits of Interaction Intelligence include:
Enhanced CX through well-trained agents, improved campaign effectiveness, and product discoverability
Cost competitiveness by reducing operational costs and increasing revenue through cross-sell and up-sell opportunities
Stronger brand reputation via expanded customer feedback integration
Actionable intelligence to support strategic and data-driven decision-making
Built on decades of domain expertise, the solution evaluates tone, empathy, accuracy, and procedural adherence at scale—offering a holistic, unbiased view of interaction quality that directly translates into measurable operational improvements.
According to Gartner, the global customer service software (CSS) market—including AI and GenAI 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 highlights the accelerating demand for AI-driven CX solutions that elevate service quality and efficiency.
“Interaction Intelligence exemplifies HGS’s commitment to innovation-led growth and market leadership in AI-powered customer experience,” said Venkatesh Korla, Global CEO of HGS. “By transforming QA into a dynamic, data-driven function, we’re helping clients uncover new value streams and strengthen strategic decision-making.”
The launch underscores HGS’s ongoing evolution from a traditional BPO into an AI-powered Intelligent Experience Company, opening new growth opportunities in high-margin digital transformation services. The company has already begun deploying the solution with select clients across the Americas.
