Case Study: a leading healthcare organization reduces call costs and handle time with EXL EXELIA.AI

a leading healthcare organization cuts call handle time by 80% with EXL

A leading healthcare organization faced challenges in its provider contact center for precertification, including high operational costs, labor market volatility, and provider abrasion due to the inability to obtain information after hours. To address this, they partnered with vendor EXL and its EXELIA.AI™ solution.

EXL implemented its cognitive AI solution, which automates key call intents through voice and chat, seamlessly transferring complex calls to agents. This allowed EXL to help the client deflect 65% of in-scope calls, reduce the average call handle time from 4 minutes to 45 seconds, and achieve an 80% reduction in cost per call. The implementation resulted in $1.23M in savings and 97% positive feedback from providers.

Leading Healthcare Organization