Client Profiling & Employee Retention mastered using ‘Tech’


Hinduja Global Solutions, the BPM organization, is diving deep into technologies refining analytic solutions. The use of AI and ML are being heavily incorporated into data analytics to further the case and increase efficiency. The technology aids in client profiling and employee retention to such an extent that predictive analysis can be carried out seamlessly.

HGS has high-end data analytics solutions to get into various client aspects, as well as internal requirements. This data is useful for arriving at important business decisions. The company has stepped up its analytics by bringing in AI and ML. Now the platform can analyze the clients better, profile them more efficiently, customizations can be done, and finally, can give a better understanding of how productive the relationship can be for both. The President and Chief Innovation Officer at HGS, Natarajan Radhakrishnan believes that new technology enhances customer experience. It also gives precise data meanwhile assimilating MIS on a single platform, making the whole platform more systematic.

HGS has also improved its technology to suit a more methodical way for employee retention. Predictive analytics alongside AI takes a look into employee details such as happiness quotient or sentiments that may prompt one to stay or leave, then predict the employee turnover that might happen, way before predictions based on HR data. This sheds foresight into upcoming and helps in taking protective measures at correct times.

Now apart from client profiling and employee retention, the technology has more roles to play. AI is used to train conversational bots that can replace agents and handle first-tier calls. If the conversation gets too complex, they are handed over to agents. When the issues are solved, that data gets stored and the bot can learn and improve and improvise further. Another development in Natural Language Processing, which is a branch of AI, and the main objective is to read, decode, understand, and make sense of human written documents or human language. The NLP comes in very handy while filtering out lengthy documents or data in large numbers such as the 30000-40000 resumes the company analyzes each year.

Another area the company is stepping up is cloud computing. Although not the cheapest method always, but cloud supersedes in many other aspects. Cloud computing gives more flexibility and accessibility than on-premises software. Cloud is also much easier for the customer. To add to that, cloud computing also reduces carbon footprint. HGS is planning to move all of its internal undertakings into the cloud space, with a few expectations where a hybrid model of both will be used.

Overall, it can be said that the BPM enterprise is sure looking forward, by bringing in the latest technologies and always refactoring its software’s to meet up with the needs of the hour or rather thinking ahead.  


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