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Customer operations

<p>Embed AI into your customer service workflow</p>
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Deliver personalized experiences that stand apart

In today’s hyperconnected business landscape, customers demand seamless, efficient experiences delivered precisely when they want them. While most organizations understand the importance of digital transformation in customer experience (CX), success is dependent on how well organizations harness data and technology to deliver personalized journeys – without eroding the human element.

At EXL, we help organizations harness the power of data-driven insights, automation, and generative AI to assist human agents and improve customer operations as part of your CX digital transformation journey. Because when you unlock efficiency and innovation, you can better deliver unparalleled customer experiences that differentiate your business.

How do you balance AI technology and human agents?

Artificial intelligence and digital technologies are meant to streamline operations and increase efficiency. Unfortunately, if poorly implemented, these solutions can do the opposite — raising costs, increasing workloads, and weighing down contact centers. Learn more about the most common challenges facing modern contact centers when it comes to balancing people and AI — and how to solve them.

Read the white paper
How do you balance AI technology and human agents?

Artificial intelligence and digital technologies are meant to streamline operations and increase efficiency. Unfortunately, if poorly implemented, these solutions can do the opposite — raising costs, increasing workloads, and weighing down contact centers. Learn more about the most common challenges facing modern contact centers when it comes to balancing people and AI — and how to solve them.

Read the white paper
How do you balance AI technology and human agents?

Artificial intelligence and digital technologies are meant to streamline operations and increase efficiency. Unfortunately, if poorly implemented, these solutions can do the opposite — raising costs, increasing workloads, and weighing down contact centers. Learn more about the most common challenges facing modern contact centers when it comes to balancing people and AI — and how to solve them.

Read the white paper

Our customer experience solutions

Deliver exceptional customer experiences with our digital transformation solutions and conversational AI.

Strategy and design

Strategy and design

<p>Take a data-led approach to redesigning workflows and implementing enterprise AI and automation to supplement your existing workforce and improve the accuracy and efficiency of customer operations</p>
Customer analytics & insights

Customer analytics & insights

<p>Harness your data to effectively attract and retain customers with insights across the customer life-cycle – from segmentation and journey optimization to customer care and product analytics</p>
Contact center modernization

Contact center modernization

<p>Transform your contact center into a strategic asset with the right balance of human agents and AI technology to drive cost effectiveness, scale for volume, and improve compliance with enhanced information security</p>
Digital self-service

Digital self-service

<p>Make it easy for customers to find what they need and resolve issues anytime, anywhere with a seamless self-service experience enabled by conversational AI.</p>

Benefits

Your trusted data-led AI partner

Leverage AI to enhance capabilities
Use automation to deliver better results, faster and improve service for complex customer inquiries.
Strengthen customer relationships
Meet your customer’s individual needs and preferences with advanced analytics and AI-driven experiences
Differentiate and drive growth
Align your business processes and fine-tune operations to customer expectations using data-driven insights and automation

Proven outcomes

See how clients across industries have achieved long-term success aided by EXL’s CX and digital transformation models.

£5
million was saved and a 90% contact-center resolution rate achieved after a leading retailer deployed EXL’s digital solutions and analytics-led practices
99%
intent recognition accuracy was achieved — and a ~45% reduction in wait times — after a U.S. market leader in group and individual disability benefits leveraged EXL’s conversational AI solution
600 BPS
higher payment rate using our digital collections AI solution

Testimonials

Our clients’ success is our success

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Graham Dodds The Very Group Leveraging the power of data to engage customers

Insights

Explore the latest perspectives

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Creating digital and data-led interactions

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Connected customer experience for a digital future

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Delivering digital contact center operations

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