OVERVIEW

EXL Exelia.AI™ is a cutting-edge, pre-trained solution that takes customer experience to the next level.

EXL Exelia.AI™ assists customers by using human-like interactions powered by Natural Language Processing and contextual understanding. It makes consumers self-sufficient and able to instantly solve their concerns at any time.

Benefits include:

  • Improve emotional quotient for customer interactions through human-like conversations
  • Human-like intelligence and emotion
  • Seamless customer hand-off to human agents providing a true omnichannel experience

SOLUTION APPLICABILITY

Digital Banking

  • Automated processing for standard requests
  • Account management
  • Mortgage and credit card pre-processing

AI-Powered Virtual Insurance Agent

  • Expert in service across insurance products and processes
  • Assists underwriters to make faster decisions
  • Help customer to find right products, rates and quotes

 

Empathetic Healthcare Agent

  • Ensure comfort and care at all hours
  • Handle appointment booking and cancellation
  • Optimizes routine screenings for chronic conditions

Reduces cost and free-up human resources to handle complex tasks

SOLUTION BENEFITS

Operational Efficiency

EXL Exelia.AI™ enables front-end customer interactions to improve self-service capabilities, increase contact deflection and enhance agent utilization, leading to reduced cost to serve

Enhanced Experience

Omnipresent human-like bot that handle customer queries 24/7 without breaks, no matter the volume

Reduced Cost to Serve

Reduced human touchpoints or agent transfers through classifying queries and routing interactions to the right category, with automated responses for basic queries

Quality Improvement

Improve overall transaction quality by automating data validation, auto-authentication and customer verification

Scalability

The solution is easy to scale up and replicate for multiple use cases with minimal cost & time and helps to meet demand during peak hours

KEY DIFFERENTIATORS

  • AI-powered human-like interactions
  • Integration with digital channels
  • Contextual interaction handling
  • Recalls information from past interactions
  • Common knowledge base across channels
  • Domain-specific solutions

SOLUTION COMPONENTS

CONVERSATIONAL ENGINE:

Propagates real-time seamless conversation in an omnichannel, multilingual environment

TRANSCRIPT ENGINE:

Human agents can continue the interaction from where it is handed off, providing a true omnichannel customer experience

MODELING ENGINE AND LANGUAGE ANNOTATION:

Facilitates industry-specific algorithms, leveraging interaction transcripts and customer emotions to understand the various intents of callers and take relevant actions and responses

NLP MODULE:

Ability to continuously learn from human colleagues’ responses and train itself to pick up best possible response from the knowledge base

DATA ORCHESTRATION:

The data orchestration module enables information capture from various backend data sources for auto-authentication, validation & verification of callers and provides responses to various customer queries

HIGHLIGHTS

  • State-of-the-art conversational engine
  • Platform agnostic solution
  • High replicability and applicability in multiple business processes
  • Plug and play model is deployable, requiring limited customization and enabling rapid implementation timelines

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