Conversational AI improves customer experience

Challenge

EXL’s long-time client, a top group and individual disability benefits provider, faced two simultaneous challenges affecting their contact centers. Inbound call volumes had spiked by approximately 750K that year, driving a reactive hiring frenzy. The firm attempted to onboard additional fulltime employees (FTEs) to intake new claims and leave submissions, but a tight labor market made finding new talent difficult. As a result, caller wait times and average hold times (AHT) soared. Any new hires the company was able to secure were taking up to three months to become operational due to onboarding, access provisioning, and training. EXL partnered with the client to proactively recommended a combined human-plus-AI approach that would ultimately transform the company’s contact center operations.

A top US group and individual insurance company leveraged EXL EXELIA.AI™ conversational AI solution to:

Improve the caller experience by reducing wait times
Enhance the agent experience by collecting key data points and letting representatives focus on important requiring human intelligence
Reduce AHT by 30%+

Solution

EXL proposed to reduce the manual efforts in the client’s customer service center by introducing EXL EXELIA.AI™, a conversational AI solution incorporating next-generation natural language understanding (NLU) and machine learning models. The solution was designed and programmed for the client’s unique business profile. EXL EXELIA.AI™ provided a channel for customers to interact and file their claims with the AI, rather than waiting for a service agent to respond. It was integrated within the client existing technology infrastructure, enabling a seamless experience for the customers. EXL EXELIA.AI™ became the first touch point for the customers on the voice channel, interacting with callers in a human like way. The solution authenticated the callers, recognized their intent, and initiated the claim process before contextually passing all the information to a human agent for completion.

The client partnered with EXL for continued training and fine-tuning of the AI based on the insights obtained from each conversation. EXL EXELIA.AI™ seamlessly collaborated with human agents for an optimal customer experience.

Outcomes

Within two weeks of go-live – less time than it took to train a single new hire - the system was improving customer experience, lowering hold times, and reducing servicing cost with significant results:

~60% of customer’s voluntarily adopted the solution
~99% intent recognition accuracy
~86% member authentication
~94% call deflection
~45% reduction in wait times
~30% reduction in agent effort
>99.6% accuracy in capturing and posting call information in the claims system

To learn more about EXL EXELIA.AI™ solution, please visit EXLservice.com