Hinduja Global Solutions launches HGS Agent X for enhanced customer experience

Hinduja Global Solutions (HGS), a leader in technology-led customer experience (CX), today announced the formal launch of HGS Agent X, an innovative artificial intelligence (AI), automation, and analytics-powered user interface. This cutting-edge tool is set to transform call center operations by streamlining agent workflow and enhancing customer interactions.

First-of-its-Kind Contact Center Accelerator

HGS Agent X, a holistic contact center accelerator, embraces the power of voice interaction by transcribing 100% of customer voice data. This transforms unstructured voice into actionable data, providing a comprehensive view of customer needs and fueling agent engagements with a unified knowledge base and learning tools.

Balancing Talent and Technology in CX

Venkatesh Korla, President & CEO at HGS Digital, emphasized that Agent X equips call center agents with a 360-degree customer view, striking a balance between talent and technology. This interface, blending ‘bots and brains,’ aims to optimize experiences for both customers and agents.

Key Features and Benefits of HGS Agent X

Agent X integrates a suite of pre-built automation accelerators to enhance agent retention, reduce cognitive load, and lower operating costs. Key features include:

• AI Co-pilot and Automation: Real-time assistance, smart actions, sentiment analysis, and integrated ChatGPT functionality.
• 360 Degree Customer Profile: Unified tools for faster response, contextualized insights, and optimized operations.
• Insights: Interaction intelligence, CSAT and ASAT metrics, and automated quality analysis.
• Best-In-Class Analytics: Performance tracking and organizational insights.

Transforming Productivity and Employee Experience

HGS Agent X transcends traditional CX tools by also focusing on improving agent experience. It offers an extensive knowledge base and gamified incentivization for job proficiency. The easy access to tools and information contributes to agent satisfaction and retention, enhancing brand loyalty for customers.