HGS and Conversable Partner to Transform Customer Experience Through Intelligent Integration of Bots and Brains

PRESS RELEASE: Hinduja Global Solutions (HGS), a global leader in customer experience announced a strategic global partnership with Conversable, the leading Artificial Intelligence-powered conversational intelligence platform. This alliance fuels HGS’ service offerings for clients while delivering an enhanced customer experience for consumers, leading with bots – AI and automation via messaging — and intelligently integrating brains — human agents.

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HGS is the business process outsourcing (BPO) leader in transforming traditional approaches to customer experience, creating amazing customer experiences while leveraging analytics and AI to improve bots’ ability to successfully manage conversation without the need for human intervention. Conversable is the leader in creating smart, automated customer engagement and conversations through multiple messaging channels.

Together, HGS and Conversable form a unique ecosystem, applying design thinking concepts to unify a customer experience strategy that enables conversations to start in virtually any channel of convenience for the customer and pivot seamlessly to human assistance, helping them get the right answer, fast. The new partnership solution is focused on driving business outcomes for clients – growth in sales and revenue, improvements in customer service Net Promoter Scores (NPS) and resolution rate, as well as cost transformation.

“We are excited to join forces with Conversable to provide AI-powered messaging technology to transform customer experiences driven by digital innovations and key design principles,” said Partha DeSarkar, Global CEO, HGS. “HGS’s approach has always been to create win-win solutions by optimizing the customer experience for consumers and delivering positive business impact for our clients. This partnership with Conversable is the best-in-class integration of bots and brains which is the future of our industry.”

“Both Conversable and HGS are committed to reaching customers when and where they want. Enabling this kind of customer support at scale has empowered brands and representatives to provide personalized experiences when it matters most. We’re thrilled to be partnered with HGS to help realize the future of technology in the customer journey,” said Ben Lamm, CEO and co-founder of Conversable.

HGS and Conversable’s business solution helps companies stay open 24×7 so it is easy to do business with. Companies only need to define objectives and measure results – reduced customer effort, shorter handling time, improved CSat, increased NPS, increased self-resolution rate, and lower cost of service, among others. This turnkey solution mitigates the need for maintaining licenses and software, or for managing human resources, allowing bots and brains to work together for better outcomes. It is also scalable based on planned and unplanned demands that could be caused by seasonality, product launches and emergency recalls. In addition, HGS and Conversable provide expertise as a service, giving access to subject matter experts in digital transformation, conversational commerce and customer experience to design, deploy and continuously improve companies’ systems.