Whitepaper

Leveraging bot technology to enhance the customer experience

Customer experience management has evolved sharply over the past decade. In many ways UK enterprises are leading this charge, alongside their outsourcing partners. New interactive technologies, such as bots, have the potential to revolutionise how contact centre interactions are delivered, but they also carry risks.

These were among the points of discussion at an HGS roundtable discussion at Ascot, attended by various UK customer experience leaders across multiple industries.

Inside this whitepaper

The key points of this session have been summarised in this whitepaper:

Increase in companies deploying bots across the UK
Considerations for how to properly deploy bots
Determining the proper use cases for bots
Bots&Brains working together

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About Hinduja Global Solutions (HGS)

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.