Frequently Asked Questions

Your remote employees are an extension of your team. Our team will serve and support your current employees. We’re here to strengthen your team and improve your bottom line.

We work with businesses of all sizes. Hugo understands you need quality support regardless of your company’s size. Our solutions work for solo practices, startups, and larger established companies.

Yes, your team members will work exclusively for you on a full-time, permanent basis; they are not a shared resource. You determine their priorities, projects, and deadlines. And thanks to virtual meeting tools, they can meet with you as needed.

We train our Support Agents to mirror your internal processes, ensuring seamless integration with your team. Any relevant materials you can provide to Hugo will be invaluable. Our training team will review your processes and documentation and inform you if they’ve identified any gaps that could enhance training. If needed, we can help create the content needed to ensure a streamlined training program.

No—so you don’t have to worry about hidden additional costs, such as setup fees. Setup is absolutely free!

Our highly-trained QA team actively supports your team by pulling agent tickets weekly and conducting ongoing coaching. We work with you to develop a custom action plan and create an SLA that outlines specific target metrics for each service area. Your Account Manager monitors performance, ensures we meet critical benchmarks, and maintains the agreed service level, all aimed at your complete satisfaction.

G2, Clutch.co, Trustpilot, Google, Facebook, Glassdoor, Amazon, eBay, Yelp, Capterra, Tripadvisor, Angi, Foursquare and more.

We provide real-time moderation of content, even for the most complex forms of toxicity.

Hugo leverages each social platform’s moderation tools to maintain a healthy community environment. We swiftly remove inappropriate comments and, when necessary, ban disruptive users across most platforms. We also include the option to mute persistent offenders, automatically filtering out their comments to ensure a positive experience for your community.

With a global team of 3,800+ multilingual experts, we breathe life into your online presence year-round. We manage, moderate, and analyze millions of social interactions daily for top enterprises, including leading social platforms and AI companies shaping the future. Trust Hugo to elevate your digital engagement, anytime, anywhere.

Hugo’s community management expertise spans a wide array of digital platforms. We excel in managing communities on popular social networks such as Facebook, Instagram, YouTube, X, and TikTok. Our services extend to professional spaces like LinkedIn, streaming environments like Twitch, and chat-centric platforms such as Discord or Geneva.

We offer multilingual data processing services in over 60 languages. Our team includes native speakers and language experts to ensure accurate processing of data in various languages and dialects.

We pride ourselves on rapid deployment. Typically, we can begin processing within 24-48 hours of project confirmation. For more complex projects, we’ll provide a detailed timeline during our initial consultation.

Our team includes specialists across various industries. We tailor our approach to meet industry-specific requirements, ensuring compliance with relevant regulations and best practices in fields like healthcare (HIPAA compliance), finance, legal, and more.

Hugo combines human expertise with rigorous processes to deliver unparalleled accuracy, efficiency, and scalability. Our industry-leading satisfaction rates, comprehensive security measures, and ability to handle complex, high-volume projects set us apart as the premium choice for outsourcing repetitive tasks. Moreover, Hugo has been recognized as the fastest-growing BPO company in the world for both 2023 and 2024 according to Clutch, demonstrating our commitment to excellence and our rapidly expanding capabilities in meeting diverse client needs.

We understand that requirements can change. Our flexible approach allows us to adapt quickly to any modifications in project scope or specifications, ensuring your needs are always met.

We’re adept at working with various data formats, including paper documents, PDFs, images, spreadsheets, and databases. We can convert data between formats as needed and deliver the processed data in your preferred format.

Absolutely. Our scalable team structure allows us to handle projects of any size, from small batches to millions of records. We can quickly scale up our resources to meet your needs without compromising on quality or turnaround time.

• Image, Video & Sensor
  • Object detection and segmentation: Accurately identifying and localizing objects within images or video frames, and segmenting them at the pixel level for precise boundary delineation.
  • Image classification and tagging: Assigning relevant labels or tags to images based on their content, enabling efficient organization and retrieval of visual data.
  • Facial recognition and emotion detection: Identifying individuals based on their facial features and detecting emotional states from facial expressions, with applications in security, marketing, and human-computer interaction.
  • Autonomous vehicle perception: Annotating data from LiDAR, radar, and camera sensors to train models for object detection, tracking, and segmentation in self-driving vehicles.
  • Medical imaging: Labeling and segmenting anatomical structures, lesions, and abnormalities in medical images such as X-rays, CT scans, and MRIs to assist in diagnosis and treatment planning.
  • Retail and e-commerce: Classifying product images and extracting relevant attributes for improved product search, recommendation, and inventory management.
  • Security and surveillance: Detecting anomalies, intrusions, and suspicious activities in surveillance footage, and analyzing crowd behavior for public safety and crowd management.
  • Agriculture and environmental monitoring: Annotating satellite and drone imagery for crop health assessment, yield estimation, and land use classification.
  • Sports analytics and performance tracking: Tracking players, analyzing game events, and generating performance metrics from sports video footage.
  • Augmented and virtual reality: Labeling 3D objects, scenes, and interactions for immersive AR/VR experiences and applications.
• Text
  • Natural language generation: Training models to generate human-like text for chatbots, content creation, and automated reporting.
  • Named entity recognition and relationship extraction: Identifying and classifying named entities (such as persons, organizations, and locations) in text and extracting relationships between them.
  • Sentiment analysis and opinion mining: Determining the sentiment, emotions, and opinions expressed in text data from sources like social media, reviews, and customer feedback.
  • Machine translation and multilingual NLP: Building parallel corpora and annotating text data for training accurate machine translation models and enabling cross-lingual natural language processing.
  • Text classification and categorization: Assigning predefined categories or labels to text documents based on their content, enabling efficient organization and retrieval of information.
  • Information retrieval and semantic search: Annotating text data to improve the relevance and accuracy of search results by understanding the semantic meaning and context of queries.
  • Text summarization and simplification: Creating concise summaries of long text documents and simplifying complex text for better readability and accessibility.
  • Domain-specific text analytics: Annotating and analyzing text data in specialized domains such as legal contracts, financial reports, and medical records.
  • Intent classification and slot filling for dialogue systems: Identifying user intents and extracting relevant entities from natural language queries to enable accurate and context-aware responses in conversational AI systems.
  • Knowledge graph construction and enrichment: Extracting entities, relationships, and facts from unstructured text data to build and expand knowledge graphs for improved reasoning and decision-making.
• Speech & Audio
  • Speech recognition and transcription: Converting spoken language into written text, enabling applications like voice assistants, subtitling, and document dictation.
  • Speaker diarization and identification: Segmenting audio recordings by speaker and identifying individual speakers in multi-speaker environments for improved transcription and analysis.
  • Audio classification and acoustic event detection: Categorizing audio clips based on their content (e.g., music, speech, environmental sounds) and detecting specific acoustic events (e.g., gunshots, glass breaking) for surveillance and monitoring applications.
  • Voice biometrics and authentication: Analyzing voice characteristics for speaker verification and authentication, ensuring secure access to voice-controlled systems and devices.
  • Virtual assistants and voice user interfaces: Designing and optimizing voice-based interactions for virtual assistants, smart speakers, and voice-controlled applications.
  • Emotion and sentiment analysis from speech: Detecting emotional states and sentiment from vocal cues and prosodic features in speech data.
  • Audiovisual speech recognition and lip reading: Combining visual and acoustic information for improved speech recognition accuracy, especially in noisy environments or for individuals with speech impairments.
  • Audio enhancement and noise reduction: Improving the quality of audio recordings by removing background noise, echo, and other distortions.
  • Pronunciation assessment and language learning: Evaluating the accuracy and fluency of non-native speakers and providing feedback for language learning applications.
  • Music information retrieval and recommendation: Analyzing and annotating music data for tasks such as genre classification, lyrics transcription, and personalized music recommendation.

1. Gaming and Esports – AI-generated game content, player behavior analysis, matchmaking optimization, and AI-powered game design.
2. Legal and Compliance – Contract analysis, legal document review, AI-driven due diligence, and regulatory compliance monitoring.
3. Sports and Fitness – Performance analysis, injury prevention, personalized training plans, and AI-powered coaching.
4. Fashion and Beauty – Personalized styling recommendations, AI-driven fashion design, virtual try-on experiences, and trend forecasting.
5. Construction and Architecture – Building information modeling (BIM), AI-driven design optimization, project management, and safety monitoring.
6. Insurance and Risk Management – Claims processing automation, fraud detection, risk assessment, and personalized insurance products.
7. Nonprofit and Social Impact – AI-driven fundraising optimization, impact assessment, volunteer management, and social media analysis.
8. Automotive and Aerospace – Autonomous vehicles, predictive maintenance, supply chain optimization, and AI-driven design and engineering.
9. Publishing and Journalism – Automated content generation, fact-checking, sentiment analysis, and personalized news recommendations.
10. Maritime and Shipping – Vessel performance optimization, predictive maintenance, route planning, and AI-driven cargo management.
11. Cybersecurity and Information Technology – Threat detection, vulnerability assessment, AI-driven network security, and intelligent incident response.
12. Food and Beverage – Recipe generation, flavor optimization, supply chain management, and AI-driven quality control.
13. Waste Management and Recycling – Intelligent waste sorting, route optimization, predictive maintenance for waste management equipment, and AI-driven recycling solutions.
14. Mental Health and Wellness – AI-powered therapy chatbots, emotional intelligence analysis, personalized wellness recommendations, and mental health monitoring.
15. Art and Design – AI-generated art, intelligent design tools, style transfer, and AI-assisted creative workflows.
16. Education Technology (EdTech) – Personalized learning, intelligent tutoring systems, AI-driven curriculum development, and learning analytics.
17. Nanotechnology and Materials Science – AI-driven material discovery, predictive modeling, and optimization of nanomaterials and manufacturing processes.
18. Space Exploration and Astronomy – AI-driven data analysis, autonomous spacecraft navigation, and predictive maintenance for space infrastructure.

• Email
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• SMS
• In-App
• Voice

At Hugo, we hire competent subject matter experts to manage each client team with varying levels of experience.

Hugo’s solutions allow for periodic service times. We understand that businesses have varying needs, and we tailor our solutions to meet each client where they are.

No. Aside from the hourly rate for the additional agents, you do not incur any additional costs by ramping up your number of agents.

Our accuracy rate is typically 95% or higher. We use a variety of quality assurance measures to ensure the accuracy of our data, including manual review, peer-to-peer review, and machine learning algorithms.

Our annotation specialists are comprised of college graduates, each possessing a minimum of a four-year Bachelor’s degree in a STEM field from distinguished universities in our operational regions.

Our turnaround time varies depending on a number of factors, including the client, the complexity of the workflow, the industry, and the specific requirements of the project. We always work closely with our clients to carefully scope, design, and create a process flow that is custom built for their project and SLA objectives.

Regardless of your location or language, we can accommodate your needs. Our extensive experience working with global companies allows us to adapt our services and communications to suit your cultural and linguistic preferences. Reach out – we will make it work.

Yes, it is. At Hugo, we dynamically expand your team as required, offering both recurring and ad hoc customer support services. We tailor our solutions to align seamlessly with the specific demands of your enterprise, irrespective of its nature.

We run a 24/7 support team. As such, we can provide coverage across all time zones.

We support a range of +50 platforms, including but not limited to:

• Zendesk
• Intercom
• SalesForce
• Zoho Desk
• Fresh desk
• Hubspot
• Kenchi
• Genesys

We take security very seriously. We are ISO 27001 certified, SOC 2 certified, and GDPR compliant and follow industry best practices to protect our customers’ data, including:

• Encryption: We encrypt all of our data at rest and in transit.
• Access control: We only grant access to our data to authorized personnel.
• Auditing: We regularly audit our security procedures to ensure that they are effective.

The client trains the PM/QAs who then train the agents. Other training materials are also provided.

We construct sales support teams with industry-specific experience, allowing them to quickly get up to speed on your domain and project specifics.

• We are well-versed using a variety of tools to annotate data, including: client proprietary tools,  Open-source tools like LabelMe and CVAT, and commercial software like Dataloop and Kili.
• We believe that using a variety of tools gives us the flexibility to meet the needs of our customers and to deliver high-quality data annotation services.

We follow the mandate of the client but it is completely manual.

Yes. We are.

We support over 25 platforms including HubSpot, Salesforce, Outreach, ZoomInfo, GlockApps, and more.

We conduct in-depth consultations to understand unique needs, tailoring strategies accordingly. This ensures alignment with your goals and target audience.

We meet weekly to review real-time insights, results, and progress. We use these syncs to learn what’s working and recalibrate as needed.

While outsourcing KYC processes offers numerous benefits, it also presents certain challenges that businesses must navigate carefully. These may include apprehensions about data security, particularly when partnering with providers in different geographic regions, as well as potential language barriers that could hinder effective communication. Establishing clear lines of communication and coordination between the business and the outsourcing provider is crucial for successful collaboration. To mitigate these risks, it is essential to select a reputable provider with a proven track record of delivering high-quality KYC services while maintaining the highest standards of data protection and client confidentiality.

Hugo places utmost importance on data privacy, ensuring strict compliance with relevant data protection regulations and implementing stringent security measures to protect sensitive customer information. These safeguards encompass data anonymization techniques, granular access controls, and periodic security audits to maintain the highest standards of data confidentiality and integrity.

Yes, Hugo provides tailored KYC solutions that cater to the distinct needs of individual businesses, taking into account their industry-specific challenges, regulatory obligations, and risk appetite. This adaptability enables companies to align the outsourced services with their unique operational requirements and compliance frameworks.

To navigate the ever-evolving regulatory landscape across various sectors and jurisdictions, KYC outsourcing firms must remain vigilant and proactive. Many providers employ dedicated compliance teams tasked with continuously monitoring and adapting their processes to align with the most recent legal mandates, ensuring that their clients remain compliant with the applicable rules and regulations.

Safeguarding sensitive information is paramount when outsourcing KYC functions. Trustworthy third-party providers employ robust security protocols, such as data encryption, secure transmission channels, and strict adherence to data protection laws and industry standards, to maintain the confidentiality and integrity of customer information throughout the verification process.

Outsourcing KYC processes offers several advantages, such as reduced costs, expedited onboarding, access to domain experts, the ability to scale operations efficiently, and ensuring adherence to regulatory obligations. By partnering with Hugo, businesses can harness specialized knowledge and advanced technological solutions.

Third-party KYC services typically encompass a range of tasks, such as verifying customer identities, validating the authenticity of provided documents, evaluating potential risks, screening for politically exposed persons (PEPs), and continuously monitoring customer profiles to identify any shifts in risk levels or suspicious activities.

Service providers often employ a multi-faceted approach to validate customer data, which includes examining official documents like passports and driver’s licenses, utilizing biometric authentication techniques, cross-referencing information against databases, and leveraging cutting-edge technological solutions to confirm the legitimacy and precision of the provided details.

Engaging third-party service providers for KYC compliance can be a smart move for companies. By outsourcing these intricate and labor-intensive tasks to experts in the field, businesses can streamline their operations and dedicate more resources to their primary objectives.

The process of building and managing a sales pipeline is time and effort intensive. By outsourcing routine sales tasks to us, you can streamline operations and conserve internal resources. We handle the details so your sales team can focus on closing deals and driving growth.

The agents go through two weeks of training before production and we have a team of QAs to verify the quality of work done by the agents.

Our turnaround time varies depending on a number of factors, including the client, the complexity of the workflow, the industry, and the specific requirements of the project. We always work closely with our clients to carefully scope, design, and create a process flow that is custom built for their project and SLA objectives.

Our standard pricing model is based on industry leading rates and hours of labor. In certain situations, we are willing to provide service based on the volume of data that you need to be annotated. We also offer discounts for long-term contracts and bulk orders.

We support a wide variety of data types, including images, videos, text, and audio.

At Hugo, we hire competent subject matter experts to manage each client team with varying levels of experience.

Client teams receive reports weekly. In addition, the Hugo team prepares quarterly and annual reports for all clients as well.

• Cost Efficiency: Outsourcing allows companies to reduce overhead costs associated with hiring, training, and maintaining an in-house customer support team. Enterprises of all sizes are finding it more cost-effective to pay a third-party provider based on usage or a fixed fee.
• Scalability: Outsourcing partners often have the flexibility to quickly scale up or down to meet fluctuating customer support demands, ensuring efficient resource allocation.
• 24/7 Availability: At Hugo, we offer 24/7 customer support. This round-the-clock availability allows for faster response times, reduced wait time, and improved customer satisfaction.
• Multilingual Support: Outsourcing can facilitate access to multilingual customer support, enabling companies to serve a global customer base more effectively.
• Risk Mitigation: Outsourcing providers often have contingency plans and disaster recovery measures in place to ensure business continuity in the face of unforeseen disruptions.

This depends on a few variable factors. Please use our cost calculator to get an estimate of the cost.

We work with a wide range of industries, including retail & ecommerce, home services, AI, Edtech, Fintech, Health & Wellness, Travel & Hospitality, SaaS, Gaming, Telecommunications, Legal and more.