Case Study: Global Call Centers Service Provider boosts call capacity with EXL’s Conversational AI

Managing inbound call surges with Conversational AI

EXL helped Global Call Centers Service Provider respond to a severe surge in inbound call volume during the COVID-19 pandemic. The customer needed a way to increase call capacity, maintain data accuracy, and avoid extra operating costs as call rates rose.

EXL implemented a conversational AI solution using an intelligent virtual assistant for call centers, with text message-enabled links, real-time data auto-population, and proactive human assistance when needed. The result was a 9% increase in call capacity, an 18% reduction in average handling time, and a 1-3% improvement in data accuracy scores.