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Hinduja Global introduces 'HGS Axle' Smartbot Solution to improve customer experience for roadside incidents

  • India Infoline News Service |
  • 15 Dec, 2022 |
  • 9:16 AM
Hinduja Global Solutions (HGS) has announced the introduction of HGS Axle, a custom-built human-centric automated dispatch assistant that helps Emergency Roadside Service (ERS) teams by triaging and capturing information while alleviating stress for stranded drivers.

Developed to create an easy-to-navigate, 24/7/365 self-service emergency roadside assistance experience, HGS Axle reduces the amount of time and effort a driver must take to solve frustrating vehicle breakdown situations.

When a stranded driver contacts an ERS company via a phone call, SMS, or mobile messaging, HGS Axle’s intelligent platform finds the nearest tow truck, dealership, and/or mechanic, creating a digital dispatch which automatically saves customers much needed time and effort in a stressful situation.

Via GPS, all parties can monitor Axle to view the status of the tow truck or other next steps in real time. The Axle bot works by tapping into the knowledgebase and using 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.

“Given the distress of many roadside incidents, drivers need fast and easy assistance to get back on the road, leading HGS to create a solution combining bots and human knowledge in a unique way to provide better roadside service,” said Parikshit Kalra, HGS Senior Vice President of Capabilities and Solutions.

“HGS’s award-winning Axle technology makes requesting roadside assistance easy, alleviating both customer and agent frustration while getting drivers back into a functioning vehicle as safely and as soon as possible, leading to higher customer satisfaction.”

On Thursday early morning trade, Hinduja Global Solutions Ltd is currently trading at Rs1,397.65 per share up by Rs44.55 or 3.29% from its previous closing of Rs1,353.10 per share on the BSE.

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