Sold by: EXL
EXL Smart Agent Assist is an AI‑driven solution that enhances customer service operations through real-time conversational insights and automation. Using advanced generative AI and NLP, it enables contact center agents to deliver personalized, efficient, high‑quality support while reducing manual tasks and improving productivity. The platform integrates seamlessly with NVIDIA AI Enterprise, with optimized inference delivered through NVIDIA NIM microservices.
Smart Agent Assist increases First Call Resolution (FCR), boosts agent productivity, and reduces Average Handling Time (AHT) through real-time recommendations and automated post‑call summarization, all while improving customer experience (CSAT, NPS) and retention. The solution also offers strong adaptability and flexibility, integrating with existing CRM, telephony, knowledge bases, and other third‑party systems to ensure smooth implementation without disrupting current workflows.
Overview
An EXL Smart Agent Assist differentiator is how the solution utilizes 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.
EXL Smart Agent Assist integrates with the NVIDIA AI Enterprise software platform, which provides a set of easy-to-use microservices designed for secure, reliable deployment of high-performance AI model inferencing across clouds, data centers and workstations.
Highlights
- Boost Contact Center Operations: Achieve significant improvements in Average Handling Time (AHT), First Call Resolution (FCR), Agent Productivity and Customer Satisfaction (CSAT) with our AI-driven agent assist solution. Experience up to 20% reduction in AHT, higher FCR rates, and enhanced CSAT scores through real-time insights and automation. The solution leverages real-time conversation summaries, intelligent knowledge retrieval, next-best-action recommendations, and more.
- Seamless Integration: Effortlessly integrate with your existing CRM, telephony systems, knowledge bases, and other third-party applications. Our solution is designed to fit seamlessly into your current infrastructure, ensuring a smooth transition and enhanced operational efficiency. Our solution provides a robust set of features to empower your agents, streamline workflows, and deliver exceptional customer service.
- Standard Deployment Options: Available via API or direct deployment within existing insurance workflows. Tuned for NVIDIA – EXL Smart Agent Assist is available as an NVIDIA NIM microservice. NVIDIA NIM, a part of the NVIDIA AI Enterprise software platform, is available on the AWS Marketplace and provides a set of easy-to-use microservices designed for secure, reliable deployment of high performance AI model inferencing.
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