Case Study: a leading healthcare services provider achieves 85%+ email classification accuracy with EXL's AWS-based response management solution

EXL helped the client implement a modular, AWS-based response management system, powered by our proprietary analytics & AI solution

EXL partnered with a leading healthcare services provider who faced a significant challenge in managing over 150,000 annual inbound emails across its Finance & Accounting departments. The manual effort required to classify invoices and assign queries was hampering Accounts Payable processing and overall customer experience.

To address this, EXL implemented an AWS-based response management system powered by their proprietary AI. The solution automated email monitoring using intent recognition and NLP, achieving over 85% accuracy in classification. EXL's system successfully configured 52 inboxes, creating a single source for monitoring and significantly reducing the manual effort needed for email triage.