Managing inbound call surges with conversational AI

Implementing conversational AI through an intelligent virtual assistant (IVA) solution for call centers allowed providers to offer self-service options for customers.

Providers saw a severe inbound call volume spike during the COVID-19 pandemic. EXL Health realized its clients needed a way to increase call capacity, maintain data accuracy scores, and not incur additional operating costs associated with an increase in call rates.

Implementing conversational AI through an intelligent virtual assistant (IVA) solution for call centers allowed providers to offer self-service options for customers. This was done using text message-enabled links on customers’ preferred mobile devices, real-time auto population of data filled by the customer, and proactive human assistance for callers that required help beyond the IVA’s capabilities.

Using this conversational AI application increased call capacity by 9%, reduced average handling time by 18%, and improved data accuracy scores 1-3%.

Deployed IVA conversational AI for call centers