New Partnership Puts AI to Work in Contact Center Solutions

A primary theme in this era of digital transformation is the omni-channel. Contact centers are tasked with supporting omni-channel customer service – i.e. providing customers the choice of how they wish to communicate. As a result of the rise of the omni-channel, adoption of self service contact center solutions is also ascending. This week, Hinduja Global Solutions (HGS) and Inbenta announced a new partnership where the pairing will augment the HSG CX portfolio via seamless integration of its Bots and Brains approach to provide intelligent two-way interactions so customers can find satisfaction, and find it quickly. "We are thrilled to partner with Inbenta to provide AI-powered technology and offer customers advanced contact resolution which smoothly transitions from bot to human," said Parikshit Kalra, SVP, Solutions and Capabilities.