HGS CEO Venkatesh Korla says customer service is no longer just a necessary evil, but a strategic business driver.
For years, companies treated customer service as a cost centre – a necessary evil that ate into their bottom line. But with the advent of AI, that’s all changed. According to Venkatesh Korla, CEO of Hinduja Global Solutions (HGS), customer service is now a strategic business driver, thanks to the power of automation and machine learning.
The AI-driven customer experience
With AI, companies can now deliver personalized customer interactions at scale, freeing up human agents to focus on complex, high-value tasks. This shift is not just about saving money – it’s about creating a seamless, intuitive experience for customers that drives loyalty and retention. As Korla puts it, “AI is not just about replacing humans, it’s about augmenting their capabilities and enabling them to deliver exceptional customer experiences.”
From cost centre to business driver
The business process management (BPM) sector is undergoing a fundamental transformation, driven by the power of AI and automation. Companies are no longer just looking to cut costs and increase efficiency – they’re focusing on creating value for their customers. This shift is opening up new opportunities for businesses to innovate and differentiate themselves in a crowded market. As Korla notes, “The future of BPM is all about delivering exceptional customer experiences, and AI is the key to making that happen.”
What this means for businesses
For businesses, the takeaway is clear: customer service is no longer just a necessary evil, but a strategic business driver. By leveraging AI and automation, companies can create a seamless, intuitive experience for their customers, driving loyalty and retention. As Korla concludes, “The future of customer service is bright, and it’s powered by AI.”
