AI-Powered Transformation for Healthcare Contact Centers

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AI-Powered Transformation for Healthcare Contact Centers

Reduce costs, enhance provider satisfaction, and streamline operations with EXL EXELIA.AI™

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Intro

Automation and AI are reshaping the healthcare contact center ecosystem. With rising operational costs, a volatile labor market, and increasing provider expectations, staying competitive requires innovative solutions. EXL EXELIA.AI™ steps in as a powerful, ready-to-deploy AI solution that enhances operations, slashes costs, and delivers a seamless experience for providers.

The challenge

A leading healthcare organization faced significant roadblocks in optimizing its contact center operations, including:

  • High operational costs: Managing multiple call centers globally led to inconsistent quality and oversight.
  • Labor challenges: Heavy reliance on staff left them vulnerable to market volatility.
  • Inflation pressures: Operational expenditures continued to rise.
  • Limited provider access: Providers struggled to access information after hours, increasing dissatisfaction.
  • Provider abrasion risks: Inefficient processes resulted in frustration and loyalty concerns.

Faced with these challenges, they sought EXL’s expertise to implement AI solutions for more efficient and scalable operations.

The solution

EXL introduced EXELIA.AI™, a healthcare-focused, pre-trained AI solution that enhances contact center efficiency while improving provider experience. This AI solution leverages advanced natural language processing (NLP) and contextual understanding to provide human-like interactions over voice and chat. Here’s how EXL EXELIA.AI™ works to streamline operations:

01
<p>Instant query resolution<strong>:</strong> Handles a wide variety of call intents seamlessly using AI.</p>
02
<p>Voice and chat integration<strong>:</strong> Switch between channels to ensure seamless user experience.</p>
03
<p>Smart call transfers<strong>:</strong> Routes caller issues to live agents seamlessly if further assistance is needed.</p>
04
<p>Deflect more than 65% of in-scope calls.</p>
05
<p>Cut call resolution times and decrease cost per call.</p>
06
<p>Enhance scalability to meet evolving business needs.</p>
07
<p>Provide 24/7 support to improve provider satisfaction.</p>

Outcomes

The implementation of EXL EXELIA.AI™ delivered measurable value, including significant cost savings, better efficiency, and a substantial improvement in provider satisfaction.

80%

<p>cost per call reduction across all contact centers.</p>

$5.8M

<p>in savings achieved since deployment.</p>

45 sec

<p>Average call handle time reduced from 4 minutes to just 45 seconds.</p>

77%

<p>call deflection rate achieved, significantly surpassing the initial target of 40%.</p>

99%

<p>positive provider feedback, reflecting a remarkable improvement in satisfaction.</p>

Client quote

"The working relationship we have with our EXL partners has been nothing short of collaborative, respectful, and has set a great foundation to enable the Cognitive AI initiatives we are planning to implement."

– Product Owner, Client Implementation

Why EXL?

EXL combines human ingenuity with cutting-edge AI technology to solve complex operational challenges. Here’s what sets us apart as your transformation partner:

1. Industry Expertise: Our solutions are pre-trained for healthcare-specific challenges, allowing for quick deployment and effective results.

2. Seamless Integration: We adapt solutions to fit your unique workflows for smoother processes.

3. Proven Results: With a track record of delivering measurable outcomes, EXL consistently exceeds expectations.

4. Collaborative Partnership: We foster long-term relationships with an emphasis on trust, respect, and collaboration.

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Take your organization’s contact center operations to the
next level with AI-powered solutions. See what EXL
EXELIA.AI™ can do for your business.

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