Case Study: a global financial services leader saves $12M with EXL and Google Cloud agentic AI

a global financial services leader saves $12M with EXL

EXL partnered with a global financial services leader that was handling over 100 million customer service calls annually. Despite prior investments, their interactive voice response system's call containment had stalled at 70%, leaving 30 million low-complexity calls requiring live agents at a significant cost. The key challenge was the IVR's inability to accurately interpret diverse customer languages and intents, leading to misroutes and high operational expenses.

The solution involved EXL designing and deploying a next-generation IVR experience powered by Google Cloud's Gemini platform and an agentic AI architecture. This system used specialized AI agents for intent recognition and response generation, implemented as a lightweight overlay. The results included a 10% uplift in containment for initial use cases, automating an additional 3 million calls annually and delivering $12 million in projected savings. EXL's solution sets the stage for broader rollout and over $45 million in potential annualized savings.