EXL optimizes contact center performance with conversational AI
Executive Summary
The client, a well-known consumer goods brand, partnered with EXL to revolutionize their contact center operations by leveraging EXL’s proprietary EXELLIA.AI conversational AI solution. Faced with high costs per conversation and inefficiencies in identifying product models, the client aimed to streamline their operations and improve customer experience. By implementing EXELLIA.AI for both chat and voice interactions, the company transformed its processes, achieving an annual containment rate of 34%, handling over 520,000 customer service contacts per year, and saving $563,000 annually.
Challenge
Operating in a competitive market with a robust product portfolio, the client's commitment to innovation extends beyond their products into the way they serve their customers. However, despite their dedication to providing outstanding support, they faced challenges in optimizing their contact center operations, which affected both cost efficiency and customer satisfaction.
The client struggled with several critical issues in their contact center operations, including:
- High cost per interaction: Managing customer interactions with traditional staff-intensive methods led to unsustainable costs for the business.
- Product identification challenges: Accurately identifying specific product models during interactions was complex, leading to longer call times and customer dissatisfaction.
- Missed optimization opportunities: Many aspects of their operations were not optimized for efficiency, leaving untapped potential for cost savings and process improvements.
These challenges highlighted the need for the client to modernize its customer support processes and adopt intelligent technology solutions that could reduce costs while maintaining service quality.
Solution
To address these challenges, the company implemented EXL’s EXELLIA.AI conversational AI solution, a pre-trained AI platform with capabilities in natural language processing and contextual understanding. The solution included both chat and voice-assisted interactions, designed to automate and optimize key support functions such as:
The implementation was carried out across four phases.
- Integration across channels
The solution was integrated with existing systems. This ensured a seamless omnichannel experience for customers.
- Personalized interaction handling
The AI assistant was trained on the client's extensive product SKUs, allowing it to handle over 20,700 products and provide personalized support for various queries.
- Efficient escalation processes
For queries beyond the AI’s scope, the solution included escalation paths that seamlessly transferred customers to human agents via chat and IVR, after completing initial triage tasks to save time and effort.
- Optimization features
AI-driven enhancements such as named entity recognition (NER) and tighter API integration improved accuracy in identifying product models, while new business rules helped address warranty abuse and set limits on orders.
Results
The implementation of EXELLIA.AI delivered significant benefits for the client, including measurable outcomes such as:
- Reduced customer support costs
The AI assistant achieved an annual cost savings of $563,000 by automating repetitive tasks and reducing the need for human intervention in 34% of interactions.
- High containment rate
The solution successfully handled 520,000 customer service contacts per year, achieving an average annual containment rate of 34%.
- Improved efficiency across channels
With EXELLIA.AI, consistent containment rates were seen across both voice and chat channels, reducing operational strain and boosting overall efficiency.
- Enhanced customer experience
By automating basic queries and cutting down response times, the solution improved the customer experience while maintaining the company’s reputation for quality support.
EXL’s collaborative approach and expertise in conversational AI ensured a seamless implementation, resulting in sustainable operational improvements for the organization’s contact center.
The client’s partnership with EXL showcases how modern businesses can harness AI technologies to optimize operations, reduce costs, and elevate customer service experiences. By implementing EXELLIA.AI, the client not only addressed its immediate challenges, but also set a strong foundation for future innovation and growth.
Transform your contact center with EXELLIA.AI today. Schedule a demo!