EXL Smart Agent Assist

EXL Smart Agent Assist provides differentiated results by utilizing AI, data, and customer behavior to drive the right message, to the right agent, at the right time.

• Real-Time Transcription: Smart Agent Assist transcribes live conversations, offering agents immediate access to conversation content without having to ask the caller to repeat topics thereby improving customer experience.
• Real-Time AI Recommendations: Offers contextual & actionable insights, suggests optimal responses and recommendations to agents based on real-time conversational data.
• Contextual Handover from IVR/Chatbots: Smart Agent Assist enables seamless and contextual handovers from IVR and chatbots, providing agents with complete context of previous interactions for a more efficient customer experience.
• Real-Time Sentiment Analysis: Smart Agent Assist assesses customer sentiments during live interactions, enabling agents to tailor their responses appropriately.
• Call Intent Recognition: Smart Agent Assist analyzes call context, identifying customer intents and suggesting key discussion topics based on the recognized intent.
• Named-Entity-Recognition: Extracts key customer entities like name, address, date of birth etc. during live interactions to improve Agent Experience and efficiency.
• Automated Call Summarization: Smart Agent Assist automatically generate GenAI based summaries of customer interactions, capturing key intentions, moments, actions, and outcomes for efficient follow-up and record keeping.
• Intelligent Knowledge Retrieval: Provide agents with instant access to relevant knowledge articles and information during calls, reducing the need for agents to navigate multiple systems.
• Real Time Auto Audit: Automated audit checklist which updates in real time basis Agent’s performance during the call, thereby improving adherence to compliance-based requirements.
• Well-architected on AWS: Designed using the pillars of performance efficiency, cost optimization, reliability, security and sustainability, to run optimally on tightly integrated AWS services including Amazon Connect, Amazon Kineses, AWS Lambda, Amazon DynamoDB Database, Amazon S3, and more.