Hinduja Global Solutions (HGS) has transformed modern contact centres with its cloud-based cognitive engagement solution, HGS Agent X, leading to significant cost savings and improved operational efficiency, Partha Desarkar, CEO of HGS, told FE.
The solution, which integrates features such as automation, sentiment monitoring, a unified dashboard, and a co-pilot, has been deployed across 16 clients, covering 1,300 employees and offering cost savings of 50-55%.
“AI and Gen AI can be transformative in the customer experience segment. We’re piloting several initiatives with clients to demonstrate how these technologies can enhance their business processes and make them more efficient and productive,” Desarkar said.
Further, the technology company said it is currently running 10-12 proofs of concept, which include Gen AI, conversational bots, and automation bots.
In addition to client-facing solutions, HGS is setting up Innovation Labs in India and the US to further their capabilities in AI. These labs are dedicated to developing solutions that leverage analytics, AI, and existing Gen AI tools.
The company is not only focusing on external client solutions but also applying Gen AI internally. “We are exploring the use of Gen AI within our internal operations, especially for tech support and to support our people policies,” he added.
Desarkar also said the broader economic challenges impacting technology adoption and investment decisions, but they are seeing some greenshoots in the banking, financial service, and insurance sector.
“Current macroeconomic conditions, including high interest rates and geopolitical uncertainties such as elections in key markets like the UK and US, have led to a cautious approach to corporate spending. However, there is optimism that the economic climate will improve, potentially spurred by upcoming adjustments in interest rates,” he said.
Despite these challenges, the adoption of innovative technologies continues at a deliberate pace. Desarkar acknowledged a cautious but growing interest in AI among clients. “While the maturity of AI technologies precedes their adoption, we are gradually witnessing a shift as more organisations begin to understand and trust these solutions,” he added.
