Contextual customer engagements with EXL Digital Virtual Assist

EXL Digital Virtual Assist (DIVA), powered by EXL’s proprietary AI based digital intelligence platform that augments human intelligence to improve customer experience (CX). DIVA provides true omni channel experience powered by deep learning capabilities to retain customer context and provide actionable insights through embedded analytics for improved operational efficiency and enhance customer experience.

Product benefits

Improves-first-call-resolution

Improves first-call resolution and future contact avoidance with embedded analytics

Enhanced-customer-experience

Enhanced customer experience with real time guidance and recommendations for next best action

Optimize-Average-Handle-Time

Optimize average handle time

Integrated-Omni-channel

Integrated omni channel and multiple backend applications for context and customer 360˚ view

Enhanced-Quality

Enhanced quality and compliance on 100% interactions in real time

Solution highlights

Smart Interaction Manager

Smart Interaction Manager empowers agents with unified view of customer journey and reduces touch points

Embedded Analytics

Embedded analytics capabilities such as, Sentiment analytics, First Call Resolution with recommendation engine for real-time actionable insights

Integrated Omni-Channel

Integrate with Customer preferred channels like voice, chat, email, web, social, IoT to provide true Omni channel Experience

Agent Assist

An Intelligent bot that acts as personal assistant for agents. Using Advanced NLU and AI, agent assist identifies and analyze agent queries and provide relevant real time information

Automated QA

Quality & Compliance audit for 100% interaction, thereby uplifting the biased sample coverage with strengthened digital controls

  • Smart Interaction Manager - Smart Interaction Manager empowers agents with unified view of customer journey and reduces touch points
  • Embedded Analytics - Embedded analytics capabilities such as, Sentiment analytics, First Call Resolution with recommendation engine for real-time actionable insights
  • Integrated Omni-Channel - Integrate with Customer preferred channels like voice, chat, email, web, social, IoT to provide true Omni channel Experience
  • Agent Assist - An Intelligent bot that acts as personal assistant for agents. Using Advanced NLU and AI, agent assist identifies and analyze agent queries and provide relevant real time information
  • Automated QA - Quality & Compliance audit for 100% interaction, thereby uplifting the biased sample coverage with strengthened digital controls