Technology of the Year: Axle™

Business Intelligence Group: 2022 Technology of the Year

Excellence in Customer Service Award 2022

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.

HGS awards and recognitions

ISG Provider Lens 2022 awards
HGS brand graphic
HGS brand graphic
AI Breakthrough Award 2022
IAOP award 2022
CII Award
Cloud Computing Excellence Award
IAOP Excellence in Strategic Partnerships award
IAOP award 2021
HGS Bridgetowne Building
Automation Anywhere Award
TMC CX Innovation Award 2020
Cloud Computing Excellence Award
2020 Best in Partnership award
ECCCSA award Finalist
ECCCSA award Finalist
Impact Sourcing Champions logo
Silver Stevie Award
ISG Index Booming 15 Sourcing Standout
Exceleence in Customer Service Award 2020
2020 World HRD Congress Award
2020 World HRD Congress Award
2020 World HRD Congress Award
2020 World HRD Congress Award
Training Magazine Top 125 Award

2020 Training Top 125

IAOP award 2020
Instahiring Trailblazers Award 2020
Customer Fest Leadership Awards 2020