Case Study: a leading individual insurance company reduces wait times and agent effort with EXL EXELIA.AI

EXL EXELIA.AITM , a conversational AI solution improves caller experience for a top US insurer

EXL worked with a leading individual insurance company facing a sharp rise in inbound call volume, which added about 750,000 calls in a year and strained its contact centers. The company struggled to hire and onboard enough staff in a tight labor market, leading to long wait times, higher average hold times, and delays of up to three months before new hires became productive.

To address this, EXL implemented EXL EXELIA.AI, a conversational AI solution that handled first-touch voice interactions, authenticated callers, captured intent, and started the claims process before handing off to human agents. Within two weeks of go-live, EXL helped the insurer achieve about 60% voluntary adoption, over 99.6% accuracy in posting call information, nearly 99% intent recognition accuracy, about 94% call deflection, around 45% lower wait times, and roughly 30% less agent effort.