How HGS is Intelligently Leveraging the Analytics and Automation Industry to Optimize CX

BPM-based companies today are constantly looking to employ the latest technologies and tools to deliver a seamless service experience. Today customers are demanding a much closer relationship with the brands they love, and that means constant communication across a wide variety of channels. Technology has always been intertwined with customer service. The interface between the brand and the customer has assumed a new importance. Customers want to interact at any time and on channels that they choose. Today, most of the BPO and BPM companies with customer service expertise have stepped up to this challenge.

According to Subramanya C, Global Chief Technology Officer, HGS, the customer experience landscape is witnessing a lot of change. We need to be ready to service them through all channels and need to find the right technology to service them.  They expect that we should have all the required information and the solutions that we are trying to provide to them.  Data is the key and we need to have everything that is related to data in place.  One of the most important things is the need to understand customer expectations. It is very important that we have all information related to the customer - right from his historical reasons of the earlier call to anything that he wants. They expect us to have the domain expertise in what we are trying to service them.  So, the challenges are multifold - right from the way we service clients to the knowledge that what we have to optimize the technology.

Hinduja Group is on its way to revolutionizing customer experience through its various services and capabilities to provide a unified experience of full suit services. HGS helps its customers creating value through innovation by designing and implementing an effortless customer experience using digital channels, analytics, automation, and digital marketing. Using design thinking, HGS’ DigiCX services are revolutionizing traditional customer experiences with asset-light services at a fraction of the cost.

The impact of automation is very high on CX because clients expect the company to use everything possible in terms of automation. “We give customers all the necessary information ahead of time by using automation, predict what they really want to know from us and try to collate data from his past communication history, even from the knowledge of what we have heard from various customers,” he said.

“In today’s world, a lot of customers will get serviced by bots itself. We give information which is more real, use machine language and predictive intelligence and try to give the right answer by looking at the questions and the possible scenarios that may come.  Not only bots, even for the agents, for example, while we try to do automation, we would also give them a lot of prompts - basically, but the customer’s information or this is also what customer has asked for previously. This could be the next question you will ask me about this data.  It is like a human trying to think what the following questions could be and try to use automation to predict all this and give a pop-up message to my agent also.  These are the things which we are able to do currently through our automated processes at HGS,” he added.

Importance of Cybersecurity

Cybersecurity is the most important area of concern for all businesses as the database contains sensitive data related to customers. All organizations must work toward identification and remediation of vulnerabilities in the security space.

“We need to look at ways really keep training our employees. The more we educate people, the more we are able to tell them about what is right and what is wrong. It is not only important to know about the tools, but it is also educating people and constant check regarding what happens on a day to day basis, what is key to ensure a safe and secure environment. With more and more bots coming in, we need to have a shadow.  For example, if a person has to run a bot in a PC or in the end client, he may need to have an admin level of access.  When we try to give an admin level of access, we need to be cautious that it may be misused for anything.  So, it is very important that we have the right tools, right control, right processes and monitoring mechanisms which would help us to address this cybersecurity challenge,” he concluded.