Case Study: a leading healthcare services provider improves F&A accuracy and efficiency with EXL's AWS-based response management solution

a leading healthcare services provider achieves 85%+ email classification accuracy with EXL

EXL partnered with a leading healthcare services provider that was struggling to manage over 150,000 annual inbound emails across its finance and accounting departments. This manual process required considerable effort to assign queries and classify invoices, which hampered accounts payable processing and the overall customer experience.

EXL implemented a modular, AWS-based response management system powered by its proprietary analytics and AI solution. The system automated email monitoring and classification, achieving over 85% accuracy. This resulted in reduced manual effort, real-time monitoring of response times, and a complete audit trail for all email responses.