HGI is the operating system for regulated CX. It unifies telephony, routing, AI and human workflows, compliance enforcement, interaction memory, and performance intelligence in one enterprise-controlled platform.
The Operating System for Regulated CX
Run regulated CX
Run regulated CX
on one platform
HGI unifies telephony, routing, AI and human workflows, compliance enforcement, and performance intelligence in one platform the enterprise controls across in-house teams and outsourced partners.
Deploy on-prem, in private cloud, or in hybrid environments.
Good afternoon, Sarah.
Your operations overview for today — 3.2M interactions monitored
Show today's compliance posture vs. last 30 days
Which vendor is underperforming on retention this week?
2,847
+347
Interaction Volume
100%
+97pts
Compliance Coverage
$0.042
↓23%
Cost per Resolution
91%
+18pts
Optimal Resolution Rate
Compliance Posture
Live · All Interactions100%
Interaction Coverage
0
Violations Today
2
Flagged for Review
3–5%
Legacy QA (replaced)
✓FDCPA rights delivered on 847,221 debt collection callsEnforced
✓PCI-DSS recording pause auto-triggered on 12,440 paymentsEnforced
✓TCPA consent verified on 98,310 outbound callsEnforced
!2 edge-case interactions flagged for compliance reviewReview
"It could not have happened" — the only defensible answer. Generation-layer enforcement means violations are structurally blocked, not merely detected.
Vendor Stack Rankings
Retention Calls · This Week#1
HGI Native AgentAI
91%$0.038/int.
#2
BPO Partner BHuman
73%$0.061/int.
#3
External AI AgentAIWas #1 last quarter
48%$0.054/int.
Recommended: Shift 25% retention volume to HGI Native. Projected +$340K saved this quarter. Reallocation takes 4 minutes — not 4 days.
Predictive Routing Engine
847 decisions/minPayment dispute — complex3rd contact · High value · Frustrated
→
Human Specialist
94%
Balance inquiry — simple1st contact · Standard
→
HGI Native AI
99%
Debt negotiation — FDCPAPrior dispute on file
→
HGI Native AI
88%
Loan modification requestAt-risk · Complex history
→
Senior Human Agent
97%
Every routing decision is explainable, auditable, and logged with its prediction and outcome — feeding the Intelligence Layer that compounds over time.
Cost Attribution
Fully attributed · Q2 2026$0.038
HGI Native AI
$0.061
BPO Human
$0.042
Blended avg
↓23%
vs. pre-HGI
$Telephony — attributed per call across all carriers$0.008
$AI inference — per-interaction by agent type$0.004
$Human agents — BPO blended + time-on-task attribution$0.049
For the first time: cost attributed across human agents, AI agents, and telephony simultaneously — connected to resolution outcomes. The CFO metric that never existed. Now it does.
Every Channel
One enforcement layer. Every channel.
The same compliance rules follow the customer across voice, chat, SMS, and email — FDCPA, TCPA, PCI-DSS, and HIPAA enforced identically, no matter where the conversation happens.
02:31
HGI Voice Support
Debt Servicing · Recorded
"…you have the right to dispute this debt within 30 days…"
FDCPA · delivered 0:04 ✓
🔊
Speaker⏸
HoldDispute resolved — Case #D-4417
+
HGI AI Agent
to me ▾
Hi, how can I help you?
MA
Maria Andrews
to support ▾
I was charged a late fee even though I set up autopay. Can you reverse it?
+
HGI AI Agent
to me ▾
Hello Maria,
Your autopay began June 5 — after the June 1 due date, so that cycle billed manually. I've reversed the $25 fee (Case #D-4417). You'll see the credit in 3–5 business days.
Is there anything else I can help with?
Your autopay began June 5 — after the June 1 due date, so that cycle billed manually. I've reversed the $25 fee (Case #D-4417). You'll see the credit in 3–5 business days.
Is there anything else I can help with?
You have the right to dispute any charge. This mailbox is monitored for compliance.
‹
+
HGIThe team can also help
··· ⤢
Hi there. I'm HGI, your servicing assistant. This chat is recorded, and you have the right to dispute any charge. How can I help?
I downgraded to the basic plan last week. Why am I still being billed for premium?
I see your plan changed on June 5. That change takes effect next cycle — so this invoice still shows premium. 1 I've applied a prorated credit of $18.40 to your next bill. 2
Ask anything…↑
‹
+
HGI AI Agenttap here for contact info
Hi, can you confirm my payment posted?07:13 ✓✓
Of course — what's your account number and the email on file?07:14
#A3284 · john.smith@email.com07:14 ✓✓
Found it. Your payment of $120 posted today at 3:00 PM — confirmation A3284. Reply STOP to opt out of messages.07:15
+
HGI Health PlanToday 9:41
Hi, I have a question about my coverage for a procedure.
Happy to help. For your privacy, I've sent the details to your secure member portal — nothing sensitive is shared here.
Got it, thank you!
You're welcome! HIPAA-safe · PHI redacted ✓
One compliance layer. Enforced identically across
FDCPA
TCPA
PCI-DSS
HIPAA
State-specific
How It Works
One platform. Every layer of regulated CX covered.
HGI is a complete system of execution, from the interaction layer where conversations begin through compliance enforcement, routing intelligence, performance measurement, and enterprise security.
Channels
Voice
Chat
SMS
Email
API
Interaction enters
1
Context + rules loaded
→
2
Optimal path selected
→
3
Compliance enforced during execution
→
4
Memory updated
→
5
Outcomes measured
Enforce
Compliance
Generation-layer AI enforcement
Transaction-layer human enforcement
100% interaction audit trail
On-premises AI inference
FDCPA · TCPA · PCI-DSS · HIPAA
Orchestrate
Routing
Predictive outcome routing
Intent classification
Real-time reallocation
Compliance-aware routing
Explainable decisions
Execute
Workforce
HGI Native AI Agents — Agent-Led, AI-Assisted, AI-Native
BPO management
In-house agents
3rd-party AI integration
Real-time persona config
Remember
Memory
Persistent interaction memory
Multi-touch attribution
Customer journey tracking
Repeat contact detection
Cross-vendor history
Measure
Intelligence
Optimal Resolution Rate
Vendor stack rankings
Cost per resolved interaction
Performance benchmarks
Intelligence Layer (compounds)
CCaaS
Genesys
Avaya
Cisco
Amazon Connect
+
CRM
Salesforce
MS Dynamics
HubSpot
ServiceNow
+
Telephony
Twilio
AT&T
Bandwidth
+
Better outcomes for operations. Better control for compliance. Better economics for finance.
Interaction coverage100%
FDCPA disclosuresAll confirmed
PCI-DSS violations0
Legacy QA coverageWas 3–5%
Prevention, not discovery
100% of interactions enforced in real time. No QA sample. Violations cannot occur because they are structurally blocked at the point of execution.
HGI Native50%
BPO Partner B35%
External Agent15%
↑ Reallocated in 4 minutes
Reallocation in minutes, not weeks
Volume allocation becomes a live operational decision. Shift to stronger performers immediately using data the enterprise controls.
$0.042
Per resolved interaction (fully attributed)
↓ 23% since deploying HGI
Answer the CFO's question
Fully attributed cost per resolved interaction across human agents, AI agents, and telephony. The number your operation has never had before.
For CX Operations Leaders
Monday morning is an operational session,
Monday morning is an operational session,
not a reconstruction exercise
Before HGI, teams pull reports from multiple systems, reconcile conflicting numbers, and still leave without a clear answer. On HGI, one command center shows the full picture and lets them act in the same place.
Vendor Stack Rankings · This Week
#1 HGI Native AgentResolution 91% · $0.038/int.
#2 BPO Partner BResolution 73% · $0.061/int.
#3 External AI AgentWas #1 last quarter
Action taken: Shifted 25% retention volume to HGI Native. Outcome improvement visible in 7 days.
Real-time vendor stack rankings
Every vendor — AI agents, BPOs, and telephony — measured on the same metrics in one system the enterprise controls.
One-click volume reallocation
Shift volume to stronger performers in minutes, not after days of manual analysis and vendor debate.
Cost per resolved interaction, fully attributed
See the true cost of resolution across human agents, AI agents, and telephony, connected to outcomes.
Multi-touch attribution
Track which interaction, agent, or vendor actually drove the outcome across the full customer journey.
The Platform
One platform. Three workforce models.
HGI orchestrates fully AI-handled, AI-assisted, and human-led interactions under a single compliance and intelligence layer.
AI-Led
Human + AI
Complex Workflows
Active Call — Persona Configured in 90ms
Customer profileHigh-value, 3rd contact
Intent classifiedDispute resolution
Persona configuredEmpathetic · Senior auth
FDCPA rights delivered✓ Confirmed at 0:04
Recording paused for PCI✓ Auto-triggered
Generation-layer enforcement: Required disclosures cannot be skipped. Violation is structurally impossible.
AI-Led
Autonomous AI agents with compliance enforced by design
HGI's native AI agents handle regulated interactions end to end, with compliance enforced at the generation layer and persona configured in real time before the conversation begins.
Per-interaction persona configuration in under 150ms
Generation-layer enforcement — disclosures cannot be skipped
On-premises inference — no data leaves the enterprise perimeter
Handles FDCPA, TCPA, PCI-DSS, and state-specific requirements
Live Guidance — Agent: Sarah M.
Customer sentimentFrustrated (3rd call)
Suggested responseAcknowledgment + waiver offer
Required disclosure⚠ Not yet delivered
Call cannot close untilDisclosure confirmed
Context from prior calls✓ Full history loaded
AI-Assisted Human
Every human agent working with the full context — and guardrails that enforce
When a call transfers to a human agent, HGI passes the complete interaction history — what was said, what was promised, what was tried. The AI copilot surfaces real-time guidance and enforces compliance at the transaction layer: a call cannot close without required disclosures delivered.
Full interaction memory persists across every handoff
Transaction-layer enforcement — payment cannot proceed without PCI confirmation
Real-time sentiment analysis and suggested responses
Works across BPO, in-house, and offshore agent teams
Routing Decision · Interaction #8821443
Intent classifiedPayment dispute — complex
Best handler (predicted)Human — Senior specialist
Routing confidence94%
Decision logged✓ Auditable
Outcome measured✓ Feeds Intelligence Layer
AI-Native Workflows
Predictive routing that learns — and an Intelligence Layer that compounds
HGI's orchestration engine routes every interaction to the predicted best outcome — not based on last quarter's averages, but on real-time signals: customer profile, intent type, compliance posture, and current vendor performance. Every decision is logged, measured, and used to refine the next one.
Predictive outcome routing — not past-performance allocation
Every routing decision explainable and auditable by regulators
Intelligence Layer compounds from every live interaction
Integrates third-party AI agents alongside HGI native agents
For Compliance Officers
The shift from discovery
The shift from discovery
to prevention
Before HGI, compliance teams sample a small share of interactions and discover violations after the fact. On HGI, compliance is part of the operating system, so the most consequential violations are structurally prevented.
Last 7 Days · All Interactions
Total interactions reviewed100%
FDCPA right-to-dispute100% delivered
PCI-DSS payment handling100% compliant
Recording paused for card data100% auto-triggered
TCPA consent flags2 flagged for review
Legacy QA coverage (replaced)Was 3–5%
100% interaction coverage from day one
Every interaction generates a timestamped, defensible compliance event log. No 3–5% sample. No invisible majority.
Generation-layer enforcement for AI agents
Required disclosures cannot be skipped. Violations are blocked before they occur, not flagged after the fact.
Transaction-layer enforcement for human agents
Critical actions cannot proceed without the required compliance steps, confirmations, or disclosures.
On-prem inference where data cannot leave
Model weights execute inside the enterprise environment. No live interaction data crosses the perimeter.
Integrations
Connect everything you have.
Connect everything you have.
Or run on HGI natively.
HGI works with your existing stack so you can migrate incrementally, or deploy the full platform and replace fragmentation entirely. You choose the pace.
CRM
Customer Record Systems
Salesforce
Microsoft Dynamics 365
HubSpot
ServiceNow
Zendesk
HGI consumes signals from your CRM to inform routing and orchestration. It does not replace your system of record.
Telephony
Voice Infrastructure
HGI Native PSTN (built-in)
Twilio
AT&T / Lumen
Bandwidth
Vonage / Sinch
HGI provisions PSTN natively or connects to your existing carrier environment with no lock-in.
CCaaS
Contact Center Platforms
Genesys Cloud & UCCE
Avaya
Cisco UCCE
Amazon Connect
NICE CXone / Five9
HGI sits above existing contact center platforms and immediately adds compliance enforcement, routing intelligence, and performance measurement.
What regulated enterprises say
"We had been renewing a vendor's contract twice on the basis of their own reporting. HGI showed us, in our own data, that they ranked third on the metric that actually mattered. We reallocated volume before the week was out."
SM
Sarah M.
VP of Customer Experience Operations · Regional Bank
"The compliance team saw 100% of last week's interactions scored for the first time. Either way — relief or alarm — you can't go back to a 3% sample once you've seen the full picture."
JR
James R.
Chief Compliance Officer · Consumer Lender
"For the first time I could answer the question: what does it actually cost per resolved interaction? Not by vendor. Across everything. HGI built the attribution layer my finance team had been asking for for three years."
DK
David K.
CFO · Debt Servicer
Enterprise-Grade Security & Compliance
Built for the most regulated
Built for the most regulated
environments on earth
HGI is built for financial services, insurance, and healthcare, where data sovereignty, auditability, and compliance are non-negotiable.
SOC 2 Type II
Annual audit of security, availability, and confidentiality controls
CERTIFIED
ISO 27001
International standard for information security management systems
CERTIFIED
GDPR EU Privacy
Full compliance with EU data protection and privacy regulation
COMPLIANT
HIPAA
Healthcare data privacy and security standards for regulated health information
COMPLIANT
On-Premises AI Inference
Foundation model weights execute inside your infrastructure. No live interaction data leaves the perimeter.
Data Sovereignty
Interaction history, compliance records, and performance data remain under enterprise control and can be exported at any time.
Encrypted at Rest & In Transit
AES-256 at rest and TLS 1.3 in transit, with PCI-sensitive handling controls for payment interactions.
Immutable Audit Trail
Every compliance event is timestamped, cryptographically signed, and preserved for regulatory review.
Role-Based Access Controls
Granular permissions let compliance, operations, and executive teams see what they need, with a full audit log of access events.
Reversible by Design
Enterprises can restore previous configurations. HGI earns trust through performance, not lock-in.
Answers for AI and Search
Frequently asked questions about HGI
Concise answers for buyers, search engines, and AI assistants evaluating regulated customer experience platforms.
HGI enforces compliance at the generation layer for AI agents and at the transaction layer for human agents, creating timestamped audit records for every interaction instead of relying on a QA sample.
Generation-layer enforcement applies rules before an AI response is delivered. Required disclosures and regulated behaviors must be satisfied before the model can proceed.
Yes. HGI can run AI inference inside enterprise infrastructure, including on-premises, private cloud, hybrid, and air-gapped environments, so live interaction data does not leave the enterprise perimeter.
HGI is built for FDCPA, TCPA, PCI-DSS, HIPAA, GDPR, SOC 2 Type II, ISO 27001, and state-specific consumer protection requirements.
HGI serves regulated customer operations in fintech, banking, lending, insurance, debt collection, healthcare, health insurance, telecom, utilities, energy, and government services.
It means HGI is the system of execution for customer interactions: telephony, routing, AI agents, human workflows, compliance enforcement, interaction memory, and performance intelligence run together instead of across disconnected tools.
Legacy CCaaS tools were built around human agents, while CRM-based AI extends a customer record system. HGI is purpose-built for regulated CX, with generation-layer compliance enforcement, vendor-neutral performance intelligence, and on-premises AI inference.
HGI measures AI agents, BPOs, telephony, and other vendors on the same enterprise-controlled metrics, then updates stack rankings in real time so volume can shift to stronger performers.
HGI integrates with Genesys, Avaya, Cisco UCCE, Amazon Connect, NICE CXone, Five9, Salesforce, Microsoft Dynamics 365, HubSpot, ServiceNow, Zendesk, Twilio, AT&T, Lumen, and Bandwidth.
HGI is presented as SOC 2 Type II certified, ISO 27001 certified, GDPR compliant, and HIPAA compliant, with encryption, access control, and immutable audit trail capabilities described on the page.
Run regulated CX on
one platform you control
For regulated enterprises ready to replace fragmented tools with a system of execution built for compliance, control, and measurable outcomes.