Customer service is rapidly evolving, and at the forefront of this transformation is Artificial Intelligence (AI). Call centers, once synonymous with long hold times and frustrating interactions, are now embracing AI technologies to enhance customer service in unprecedented ways. From automating routine tasks to providing personalized interactions, AI is revolutionizing the customer service experience.

Generative AI is a term that has become increasingly familiar to netizens worldwide, thanks to groundbreaking models like ChatGPT, Dall-E, and Bard. These innovations have made generative AI a household name and have significantly expanded the horizons of creativity. In essence, generative AI is a subset of artificial intelligence that focuses on training models to create new content autonomously. This represents a significant leap from conventional AI systems that rely on predefined rules and explicit programming.

Christina Arellano is the Operations Manager at HGS USA - El Paso, TX. She shares her experience with the organization here.

1. What is the greatest lesson in leadership that you’ve learnt at HGS?

   I've come to understand that each person is unique, with their own distinct needs and desires as they grow and develop.

2. What are factors at HGS that have helped you in your career journey?

Michael Licare is the Director of Operations at HGS USA - El Paso, TX. He shares his experience with the organization here.

1. What is the greatest lesson in leadership that you’ve learnt at HGS?

   Listen to understand, not to reply. If you truly take the time to hear the concerns of your staff, you will uncover actionable items that, when taken seriously, can change the entire culture of the workplace. Listening well helps leaders make better decisions and build stronger teams because people feel heard and valued./p>

A Digital Postcard to 22-Year-Old me features advice from our people to their younger selves. Through their words, they also hope to Inspire those at the start of their careers at HGS.

Boban Stefanovic - Lead Software Architect::

Dear 22-Year-Old Me.

Dear Boban.

You're about to dive into the wild world of work exciting stuff! While you'll definitely blaze your own trail (and maybe trip a few times along the way), here are a few hard-earned nuggets of wisdom that might just save you a headache or two.