HGS Unveils AI-Powered Interaction Intelligence to Revolutionize Customer Experience

Hinduja Global Solutions (HGS) has announced the launch of Interaction Intelligence, an advanced artificial intelligence solution built on the HGS Agent X framework. This innovative platform aims to transform Quality Assurance (QA) from a routine customer service function into a strategic asset that delivers actionable insights for businesses.

Key Features and Benefits

Interaction Intelligence offers several groundbreaking capabilities:

Feature	Benefit
Comprehensive Analysis	Analyzes up to 100% of customer interactions across omni-channels
Enhanced QA Coverage	Expands traditional QA coverage by up to 100 times
Real-time Metrics	Combines conversational, behavioral, and operational metrics in real-time
Holistic Visibility	Provides insights into compliance, agent performance, and customer loyalty drivers

Impact on Customer Experience and Business Operations

The implementation of Interaction Intelligence is expected to bring about significant improvements in various aspects of customer service and business operations:

Enhanced Customer Experience: Better-trained agents lead to improved customer interactions.
Cost Competitiveness: Reduced operational costs through increased efficiency.
Revenue Generation: Opportunities for cross-selling and up-selling identified through AI-driven insights.
Brand Reputation: Improved customer satisfaction potentially leading to enhanced brand image.
Strategic Decision-Making: Actionable insights to inform business strategies.

Technical Capabilities

The AI-powered solution demonstrates advanced capabilities in measuring critical aspects of customer interactions:

Tone analysis
Empathy detection
Accuracy assessment
Procedural adherence evaluation

These measurements are performed at scale, allowing for comprehensive quality assurance across a wide range of customer touchpoints.

Market Positioning and Deployment

HGS Global CEO Venkatesh Korla emphasized that this launch positions the company to capitalize on increasing customer experience transformation investments within a rapidly growing market. The solution is currently being deployed for clients in the Americas, marking a significant step in HGS's evolution from a traditional Business Process Outsourcing (BPO) provider to an AI-powered Intelligent Experience Company.

Conclusion

The introduction of Interaction Intelligence signifies HGS's commitment to leveraging cutting-edge AI technology in revolutionizing customer experience management. As businesses increasingly focus on enhancing customer interactions, solutions like this are likely to play a crucial role in shaping the future of customer service and quality assurance practices.

1 Day	5 Days	1 Month	6 Months	1 Year	5 Years
-1.53%	+1.74%	+3.40%	-4.99%	-24.26%	+16.13%

Hinduja Global Solutions (HGS), a leading provider of digital experience and business process management services, has announced the opening of a new intelligent experience hub in Manila, Philippines. This strategic move underscores the company's commitment to expanding its global presence and enhancing its technological capabilities.

Key Highlights of the Expansion

Location: The new facility is situated in Manila's prime business district.
Consolidation: The hub consolidates HGS teams from across the city into a single, purpose-built environment.
Job Creation: HGS plans to create over 1,000 new jobs in the next 24 months, focusing on business services and digital transformation.
Capacity: The center has an initial capacity of 1,500 seats, with the potential to accommodate up to 3,000 employees in two shifts.
Facilities: The hub features collaborative spaces designed to support technology-driven business needs and deliver technology-enabled solutions to clients.

Strategic Importance

The new intelligent experience hub marks a significant milestone in HGS's growth strategy in the Philippines. Giridhar GV, CEO – APAC and Global CHRO of HGS, emphasized the strategic importance of this expansion, stating, "The Philippines has been an integral part of HGS' growth story for over two decades, and this new intelligent experience hub marks yet another important milestone in our commitment to this region."

HGS's Presence in the Philippines

With this new addition, HGS now operates:

Two facilities in Manila
Four facilities across the Philippines

This expansion aligns with HGS's earlier commitment to the Philippines government, as evidenced by a Letter of Intent (LOI) signed to significantly scale its local operations.

HGS Operations in the Philippines

Aspect	Details
Total Facilities	4
Facilities in Manila	2
New Hub Capacity	1,500 seats (initial)
Expansion Potential	Up to 3,000 employees (in two shifts)
Job Creation Target	Over 1,000 new jobs in 24 months

Company Overview

Hinduja Global Solutions, part of the multi-billion-dollar Hinduja Group, is a global leader in optimizing customer experience lifecycle, digital transformation, and business process management. As of March 31, 2025, HGS reported:

Total income: Rs. 4,958.80 crore (US$ 586.10 million)
Global presence: 18,472 employees across 9 countries
Delivery centers: 33 globally

This expansion in Manila reinforces HGS's strategy of taking a "globally local" approach, enhancing its capability to deliver high-quality services to clients worldwide while tapping into the dynamic talent ecosystem of the Philippines.