Technology of the Year: Axle™

Business Intelligence Group’s 2022 Excellence in Customer Service Award

In recognition of its emergency roadside services (ERS) human centric bot Axle™, HGS has been named a winner for Technology of the Year in the 2022 Excellence in Customer Service Awards presented by Business Intelligence Group.

“Customer service professionals and suppliers have had to make significant changes to adopt to our evolving world,” said Maria Jimenez, chief nominations officer of the Business Intelligence Group. “It is our honor to recognize HGS as they are leading by example and making real progress on improving the daily lives of so many.”

Axle™ is HGS’s automated dispatch assistant that helps ERS teams accelerate dispatches by triaging and capturing information.

The technology, or more specifically, a bot, taps into the knowledgebase and uses machine learning algorithms such as natural language processing (NLP) and deep neural networks to understand the context of the customer’s problem. Then, back-end activities are automatically triggered, such as a dispatch to begin transactional processing.

“The results are optimized costs and long-term savings through reduced overall agent effort and call volume,” said Parikshit Kalra, HGS Senior Vice President of Capabilities and Solutions. “The faster response times get stranded drivers back on the road more quickly, leading to higher customer satisfaction.”

The Excellence in Customer Service Awards celebrate those who are winning by supporting their own customers and those who are developing the tools to help others find success. Awards were given out to 85 consultants, outsource partners and technology providers for superior performances in the past 12 months.