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New Solution by HGS Transforms Customer Interactions with AI

By Greg Tavarez October 03, 2023

The saying "the customer is always right" is a well-known adage in business. Traditionally, this saying has often been used to emphasize that customers should be treated with respect and that their complaints or concerns should be taken seriously. It has encouraged businesses to listen to customer feedback and adapt their practices accordingly to meet customer expectations.

However, as business dynamics have evolved, so has the understanding of this phrase.

Today, modern businesses often aim for a balanced approach that prioritizes customer satisfaction while also considering the feasibility and general fairness of customer requests. This approach involves effective communication, problem-solving, and finding mutually beneficial solutions.

While the customer's needs and concerns remain a central focus for businesses, the goal is to create positive customer experiences. One such technological marvel that can enhance that customer experience is AI.

AI is not just a buzzword; it's a real game-changer that is altering how companies interact with their customers, offering personalized solutions and unrivaled efficiency.

From chatbots that provide instant customer support to recommendation algorithms that tailor product suggestions, AI is proving to be a powerful tool for businesses looking to create more seamless and customer-centric experiences.

Hinduja Global Solutions, or HGS, a provider of technology-driven customer experience solutions, has unveiled HGS Agent X, an all-encompassing platform infused with AI, automation and analytics capabilities. This platform has now entered the mainstream market, poised to serve as the backbone of contact center operations. Agent X is engineered to streamline the workflow of call center agents while simultaneously elevating customer interactions.

HGS Agent X is a suite of software accelerators meticulously designed to expedite the implementation of standard contact center platforms. It achieves this by providing standardized modules that alleviate the cognitive burden on frontline staff, thereby enhancing agent retention, shortening training durations, and reducing handling times — all within a user-friendly interface. Among its features are AI Co-pilot and Automation, real-time “Live Assist” for predictive and rapid responses, “Smart Actions” that eliminate repetitive tasks, real-time speech and text transcription with sentiment analysis, as well as integrated ChatGPT and other generative AI functionalities.

This multifaceted platform further enriches the customer experience landscape by simplifying agent workflows, propelling operational efficiency, and fostering a data-driven approach for informed decision-making.

Beyond its impact on CX, HGS Agent X takes a holistic approach to enhancing the agent experience, offering an extensive on-demand knowledge base and gamified incentives for skill development. With immediate access to tools and information, Agent X contributes to agent satisfaction, retention and customer loyalty, solidifying its position as a transformative force in the realm of customer engagement and service.

“Agent X puts a full complement of integrated tools in the hands of call center agents to give them a 360-degree view of the customers with whom they are interacting,” said Venkatesh Korla, President and CEO at HGS Digital. “This platform strikes a true balance between the use of talent and technology, or ‘bots and brains’ to provide the best experiences for customers and the agents that support them.”

HGS Agent X stands as a testament to the potential of innovation in transforming not just customer interactions, but the very core of how businesses thrive in the digital age. It's a step toward a future where customers and agents reap the rewards of a more intelligent and efficient contact center ecosystem.

Learn more about how AI, more specifically generative AI, is integrating into CX at Generative AI Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida. Generative AI Expo discusses the evolution of GenAI and feature conversations focused on the potential for GenAI across industries and how the technology is already being used to create new opportunities for businesses to improve operations, enhance customer experiences, and create new growth opportunities.




Edited by Alex Passett
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