EXL SmartAudit.ai

An EXL SmartAudit.ai differentiator is how the solution utilizes AI, data, and user sentiment to maximize coverage, reduce audit handing time, and improve customer experience.

• Advanced Data Ingestion: Seamlessly audits diverse data formats—voice recordings, transcripts, system logs and documents —using Intelligent Document Processing (IDP) Capabilities to unlock insights from unstructured sources. The solution integrates with disparate data sources to triangulate information to bring a unified audit view.
• Conversational Intelligence: Tracks sentiment and generates concise summaries from agent-customer interactions, enabling deeper understanding of engagement quality and communication effectiveness.
• Configurable Audit Engine: Offers ready-to-use and customizable audit templates aligned with client-specific checklists, ensuring flexibility and precision across varied audit scenarios.
• Automated Scoring & Justification: Delivers parameter-level and interaction-level scoring with AI-generated confidence scores and contextual justifications, backed by evidence from relevant documents and metadata.
• Risk Management: Enables risk-priority based flagged Human-in-loop reviews, automated or user-triggered notifications, and integrated remediation workflows to ensure timely resolution and regulatory assurance.
• Insightful Dashboards: Provides real-time, customizable dashboards that visualize audit outcomes, behavioural trends, detects poor call hygiene, tracks missed callbacks, and ensures adherence to regulatory standards—enhancing audit reliability and customer experience.
• 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 Sagemaker, AWS Berock, AWS ECS, AWS Lambda, Amazon S3, and more.