Contextual customer engagements with EXL Digital Virtual Assist

PRODUCT BENEFITS
Improves first-call resolution and future contact avoidance with embedded analytics
Integrated Omni channel and multiple backend applications for context and customer 360˚ view
Enhanced customer experience with real time guidance and recommendations for next best action
Enhanced Quality and Compliance on 100% interactions in real time
Optimize Average Handle Time

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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
Intelligence

Digital Intelligence is the foundation of everything we do, and inspires our ideas and research.

Real results

For businesses that aren't satisfied by good enough, or profitable enough, we use Digital Intelligence to deliver real results.

Why exl
Digital Transformation. Strengthened by deep knowledge of domains.

Digital Transformation. Strengthened by deep knowledge of domains and data to understand the context of specific customer interactions, it is the power to redefine your market, re-engage your customers, reconfigure your cost base, and reimagine your business models

EXL Digital Virtual Assist is an intelligent digital solution that empowers CSRs for customer interaction with contextual and proactive insights, combined with embedded analytics, automation and integrated interactions across telephony, Email and Chat systems, Chatbot/Voice Bots, IVR, SMS and Social Media channels to deliver seamless and enhanced customer experience (CX), enhance productivity and reduce cost to serve.

2 AECUS AUTOMATION AWARDS
for leadership in digital transformation, including RPA, cognitive computing, and advanced analytics. (2017)
HIGH PERFORMER
in “HfS Blueprint: Design Thinking in the As-a-Service Economy” (2016)
PARTNER OF THE YEAR
for innovation and technology by Aflac

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