EXL EXELIA.AI™ and MIA Solutions transform customer experience

This IDC Perspective analyzes the digital transformation (DX) journey implemented by EXL on behalf of its client, British Gas. A relationship that started with traditional business process outsourcing services has evolved with implementations of robotic process automation (RPA) and now a revamp of the customer journey with EXL's Exelia.Al conversational Al solution and EXL's Management Information Assistant (MIA) tool.

Key takeaways from this perspective are:

  • EXL's Exelia.Al conversational Al solution (powered by IPsoft's Amelia) automates front-end interactions to increase contact deflection, improve the customer experience, and reduce the cost to serve
  • EXL's Management Information Assistant is a search-based business intelligence solution that uses natural language processing algorithms to extract and display pertinent information
  • British Gas leveraged Exelia.Al to automate internal inquiries coming from its service engineers with a second rollout planned for customers. The company also implemented MIA to identify instances of billing failure, which was negatively impacting both customer and business outcomes.

View British Gas’ digital transformation journey with EXL

The recommended actions for a technology buyer are:

  • Leverage early successes to propel your digital transformation agenda
  • Require digital transformation road map and starting small before moving to large-scale initiatives
  • Identify transformation partners instead of lowest-cost service provider

"This journey is a great example of service providers leading with BPO transformation and the alignment of front- and back-office activities to transform business operations, drive cost savings, and improve customer experience"

- Ali Close, Manager of Digital Business Operations and Analytics Services at IDC.




Hear firsthand from Matthew Egan, Customer Director at British Gas on how EXL helped British Gas deliver a great customer experience as a part of its partnership for their transformation journey.