HGS Launches AI Solution ‘Interaction Intelligence’ to Enhance Customer Experience
Hinduja Global Solutions (HGS) on Monday announced the launch of ‘Interaction Intelligence’, an enterprise-grade artificial intelligence (AI) platform designed to elevate customer experience by transforming quality assurance into a strategic, insight-driven function.

In a statement, HGS said the new solution leverages advanced AI and analytics to provide real-time insights, helping businesses improve service quality, agent performance, and operational efficiency across customer touchpoints.

The company said the platform marks a shift from traditional quality monitoring to data-driven, automated intelligence, empowering enterprises to make informed decisions for superior customer engagement.

Citing a Gartner report, HGS noted that the customer service software (CSS) market, including AI and generative AI capabilities, is projected to grow at a CAGR of 13.8%, from USD 43.6 billion in 2024 to USD 73.4 billion by 2028, underscoring the surging demand for AI-led transformation in service operations.

HGS added that Interaction Intelligence is part of its broader strategy to integrate AI-first innovations across its global business process management and digital experience solutions portfolio.