CX bots and chatbots


Increase efficiency and reduce costs with our chatbot development services

Help your customers get the right answers instantaneously

As we help our clients become customer experience (CX) leaders, we are driving faster revenue growth, higher preference for their brand, and an ability to charge more for their products and services. Successful omnichannel strategies include CX bots to:

  • Help customers get the right answers fast
  • Address inquiries and issues within seconds
  • Triage people to the right service
  • Resolve 85-90% of top call drivers
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Better CX bots create seamless links between your customers and agents

Contact center analytics often reveal frequently asked questions that can be easily automated. Our CX bots can resolve 85%-90% of these issues and help agents address all remaining problems. Our agent-assist bots empower your team members with quick, consolidated access to customer data and internal knowledgebase systems.

HGS handles hundreds of millions of customer interactions every year

For over 50 years, we have been serving millions of customers interacting with some of the world’s biggest brands. For over 20 years, we have successfully integrated with complex technology systems for quick, real-time data integration. With these combined strengths, we build the smartest bots on the planet.

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Industry experts

Ensure bots who know your business

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AI

Automate the right processes

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Data experts

Integrate bots with any data source

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Our partners

Amazon, IBM, Twilio, Google, LivePerson

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Better CX

Part of our DNA and built into every bot

Successful results from a $1.2B client

More analyst rankings, blogs, case studies, and outcomes below.

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HGS ranked number #1 for improving CX

Analyst firm NelsonHall ranked HGS as a “leader for CX Improvement in Retail & CPG,” based on capabilities and client references.

HGS leads in CX Improvement capability >

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How Bots&Brains™ transform CX

Industry experts talk about combining digital bots and human brains to create a next-gen CX. Get answers to commonly asked questions.

Bots&Brains can transform CX >

HGS’s cognitive contact center

Combining a chatbot with HGS’s AI-driven cognitive contact center can optimize the customer experience by giving agents a complete set of data about a customer’s background, purchase history, call history, and current inquiry.

Combining chatbots with a cognitive contact center helps agents to personalize each interaction. Data analysis can also provide insight into systemic problems and enable call center agents to quickly resolve any concerns.

Learn more

FAQs

Our chatbots have delivered consistent CSAT increases for our clients. Average handling time (AHT) is mere seconds for common inquires and significantly reduced for higher-tiered tasks managed by human agents.

We build bots in six easy steps:

  1. Discovery: Define business and technical requirements. Review client analytics on best use cases.
  2. Development: Set up environments (dev, QA, staging, and production)
  3. Internal QA: Create and finalize test plans, sign off, and bug fixes
  4. Training: Prepare training guide and conduct training sessions
  5. User Testing: Conduct user acceptance testing and fix issues
  6. Launch, Maintenance, and Analytics: Go-live and ensure continual bot assessment and improvements

The State of Chatbots 2018 research found that consumers feel chatbots can be up to 35% better at answering both quick and complex questions than other applications. In 5 of the 10 use cases, the study further suggested that baby boomers are more likely than millennials to see greater benefits from chatbots. This alters the notion that modern technology is only appealing to younger generations. People are increasingly choosing to chat (or text message) rather than search on a website or talk on the phone.

According to a research report published by MarketsandMarkets, the global chatbot market size is expected to grow from $2.6 billion USD in 2019 to $9.4 billion USD by 2024. The key factors driving the chatbot market include advancements in technology coupled with rising customer demands for self-services and 24/7 customer assistance at lower operational costs. With more customers choosing to interact with chatbots over humans for simple tasks – and chatbots themselves learning to perform more complex tasks, bots are increasingly the face of better CX experiences.

DCX-related services

HGS Digital provides end-to-end DCX services support.

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