EXL’s CX transformation digital solution suite

EXL’s CX transformation digital solution suite augments customer experience for travel management companies

Business context

The travel industry has seen many disruptions across the last few years that have driven a paradigm shift in consumer behaviors, trends, and customer servicing models.

To grow and address these new challenges, organisations require a focused and comprehensive digital strategy that includes:

  • Placing digital customer experience (CX) at the heart of all future state designs
  • Redesigning existing business processes and operating models
  • Reimagining customer journeys
  • Mass adoption of contactless technology
  • Hyper-personalisation of products and servicing
  • Generating contextual insights from digital channels

Key challenges facing travel management companies

Technology challenge

  • Global digital disruptions causing shifts in customer expectations and choices
  • A complex travel landscape requiring full automation and touchless booking or servicing
  • Heightened need for personalisation and instant gratification

Market and people challenges

  • Volume fluctuations and complex requests
  • Multiple sources for customer requests
  • Complying with frequently changing rules

Process challenges

  • Fragmentation and no single resolution window
  • Highly manual processing involving multiple handoffs leading to delays and errors
  • Adherence to both internal and external compliance regulations

Addressing these challenges can lead to a much higher CX and net promoter score (NPS), reduce cost to serve, and increase operational resilience.

EXL’s CX transformation digital solution suite

EXL’s Digital Solution Suite successfully transforms customer experiences leveraging our deep domain expertise, customer intelligence, dynamic analytics, artificial intelligence, automation and other digital tools, thereby paving the way for a richer, more integrated and personalised user experience.

Key ingredients of our solution suite:

  • AI, machine learning (ML), natural language processing (NLP), and deep learning modules
  • Embedded advanced analytics
  • Automated, streamlined, intelligent reporting
  • Ease of deployment, including Cloud enablement
  • No- to low-code customisable solutions
  • Integrated omni-channel approach

EXL’s CX transformation digital solution suite houses a wide spectrum of modular solutions aimed at reimagining customer journeys, leveraging the right blend of functionality, data integration, and supporting technologies to transform the CX value proposition and solidify customer relationship.

Digital Intuitive Virtual Assistance (DIVA)

Solution highlights

DIVA is an advanced digital solution that provides a unified desktop with auto-populated 360° customer view, proactive contextual insights, and embedded analytics combined with manual task automations. This delivers enhanced customer experience, improved productivity, and reduced cost to serve:

  • AI, deep learning, and advanced automation powered omni-channel virtual assistant
  • Empowers travel counselors with tools for intelligent customer interactions
  • Analytics-based real time actionable insights
  • High replicability due to platform agnostic solution

Business outcomes

  • 10-15% increased customer experience & front office efficiency
  • 15-20% reduced cost to serve
  • 8-10% improvement in contact avoidance
  • Improved first contact resolution
  • 15-20% reduction in agent onboarding and training time

EXL EXELIA.AI™

Solution highlights

EXL EXELIA.AI™ is an AI- powered pre-trained solution for human like interactions through voice and chat capabilities, providing a true digital front door experience for clients while improving contact deflection, reducing cost to serve, and improving customer experience:

  • Next-gen conversational AI solution that achieves superior customer value
  • Non-intrusive integration with legacy systems
  • Support 100+ languages and shift seamlessly between languages in a single interaction
  • Omni-channel capability that unifies the journeys across different channels
  • Pre-packaged industry norms and keywords, enabling faster deployment

Business outcomes

  • 30% reduction in cost to serve
  • 40 pts net promoter score improvement
  • 20% faster query resolution
  • New data for decision analysis

Email Management Solution

Solution highlights

The Email Management Solution is an AI based hyper-automation solution that performs automated email classification, intent recognition, and smart response generation. This provides better customer experiences, improved productivity, and reduced cost to serve.

  • NLP/ML-based automated email classification enabling work prioritisation
  • Intent identification, language, and complexity recognition enabling right team task assignment
  • Personalised email response leveraging feedback loop

Business outcomes

  • ~40-50% reduction in AHT
  • ~30-45% reduction in cycle time
  • ~25-45% reduction in cost to serve
  • ~15-25% improvement in quality

If you would like to discuss ways to transform your CX and find out how EXL’s CX transformation digital solution suite could unlock value for your organisation, please contact us.