EXLSERVICE.COM © 2020 EXLSERVICE HOLDINGS INC. ALL RIGHTS RESERVED

IMPROVED

10%In contact avoidance

REDUCED

25%Agent on-boarding/ reduction in training time

AI-POWERED DIGITAL CUSTOMER ENGAGEMENT

EXL Digital Virtual Assist powered by EXL’s proprietary AI based digital intelligence platform, is an advanced solution that provides a unified desktop with contextual 360° customer view, embedded analytics, manual task automations, intelligent extraction and NLP based quick agent assistant.

EXL Digital Virtual Assist provides an omni-channel experience for agents cohesively integrating discrete telephony, email, chat, chat/voice bots, IVR, SMS and social media

What makes EXL Digital Virtual Assist different

• Advanced analytics such as interaction, sentiment and first call resolution analytics

SOLUTION SHEET

EXL DIGITAL VIRTUAL ASSIST

• Eliminates manual steps by automating information extraction, posting and documentation

• Search customer inquiries with EXL’s proprietary automated research support capability, embedded with a machine learning and NLP engine

• Pre-load business-specific compliance and regulatory policies

• Increase front-office efficiency through preemptively resolving customer queries

• Interaction analytics and customer insights to enhances the success cross/upselling rate

• Leverages investments in customer contact systems to provide an omni-channel view

A CUTTING-EDGE OMNI-CHANNEL A CUTTING-EDGE OMNI-CHANNEL ASSISTANT LEVERAGING AI AND ASSISTANT LEVERAGING AI AND ADVANCED AUTOMATIONADVANCED AUTOMATION

REDUCED

20%Cost to serve

INCREASED

15%Customer experience and front office efficiency

BENEFITS OF DIVA

© 2020 EXLSERVICE HOLDINGS INC. ALL RIGHTS RESERVED

EXL DIGITAL VIRTUAL ASSIST

Key Benefits

• Enhanced customer experience

• Reduces cost to serve, and average handling time

• Intelligent data orchestration and actionable insights

• Improves first-call resolution and future contact avoidance

• Eliminates manual steps by automating information extraction and documentation

Key Features

• Intelligent automation, eliminating manual steps

• Enhanced compliance, regulatory support and information cascading

• Single unified view of multiple sources with intelligent extraction

• NLP-based intelligent search queries for optimized-front office operation

• Advanced Analytics

• Intuitive and interactive rich-web user interface

About EXL

When companies need to reshape their business models and redefine their market, they turn to us. We help clients using digital intelligence: the combination of data and domain knowledge needed to create context. Digital Intelligence is why companies in the world’s most complex industries, from insurance to healthcare to transportation, bring us their toughest challenges, their seemingly impossible goals.

Headquartered in New York, New York, EXL has more than 32,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), South America, Australia and South Africa.

For more details, contact the Digital Intelligence Solutions Center Team at DigitalIntelligence@exlservice.com.