Business services company HGS (Hinduja Global Solutions) created Ella, its artificial intelligence-driven virtual trainer, to deliver personalized, scalable, and highly interactive training. Some 50 percent of the HGS global workforce, particularly those in customer-facing roles, has been introduced to Ella. To date, the virtual trainer has been deployed in four major business units: Customer Experience, Operations, Training, and Sales.
Program Details
Using advanced natural language processing, Ella acts as a virtual facilitator, guiding employees through learning modules on customer service, product knowledge, and operational excellence.
Ella is an innovation in AI-powered training, offering a blend of personalized learning and operational efficiency. By simulating real-world customer interactions, Ella provides a low-risk environment for practice.
After completing training with Ella, employees move into on-the-job scenarios where their performance is monitored and AI insights are used to assign refresher training. Long-term reinforcement includes bi-annual skills assessments and AI-driven learning paths to ensure continued employee development.
Results
Employees demonstrated a 30 percent increase in their ability to handle complex queries and a 25 percent improvement in customer satisfaction scores after training with Ella. In addition, the use of Ella led to a 32 percent reduction in training costs and contributed to a 20 percent improvement in employee satisfaction scores.
