Transforming Contact Centres with Intelligent Agent Assistance

EXL is a global leader in analytics, digital operations, and business process management, empowering organizations to accelerate digital transformation and deliver superior customer experiences. Founded in 1999, EXL operates across key industries including insurance, healthcare, banking and financial services, utilities, and transportation.

Briefly describe the nominated organization or individual: history and past performance (up to 1,250 characters):

EXL is a global data and AI company helping clients reinvent business models, accelerate growth, and deliver better outcomes. We combine advanced analytics, AI, and deep industry expertise to transform operations for leading corporations across insurance, healthcare, banking, retail, communications, and energy sectors. Founded in 1999 on values of innovation, collaboration, excellence, integrity, and respect, EXL is headquartered in New York with 60,000+ employees across six continents. Our offerings span AI-powered digital operations, advanced analytics, and cloud-enabled solutions, driving enterprise-scale transformation. With a vision to be the indispensable partner for data and AI-led transformation, we embed AI and digital workflows into client operations, enabling faster decision-making, improved customer experience, higher productivity, and cost efficiency. Our end-to-end data and AI framework integrates generative AI, analytics, and domain knowledge to redesign operating models and deliver measurable business outcomes.

Outline the nominated achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

EXL Smart Agent Assist is a proprietary, LLM-powered copilot that transforms contact centre operations by augmenting agents in real time. Built in-house using EXL's LLMs, domain ontologies, and UI frameworks, and integrated with best-in-class ASR engines, it delivers live transcription, intent recognition, next-best-action nudges, procedural guidance, automated summarisation, vulnerability detection, and embedded analytics.

This innovation addresses critical challenges, rising customer expectations, complex processes, compliance risks, and lengthy onboarding, by acting as a human performance multiplier. Key differentiators include:

• Agentic AI Assistance: Real-time transcription, entity extraction, contextual nudges, and instant call summaries.
• Smart Governance: 100% call audits, compliance tracking, and supervisor assist.
• Insights Hub: Customer, agent, and operational analytics for proactive improvement.
• Scalable Design: Lightweight, modular architecture enabling rapid deployment and customisation.

Impact Delivered:

• 30%+ reduction in AHT
• 8-10% CSAT uplift
• 15-20% increase in conversions/collections
• 1.5-2× faster agent proficiency
• Enhanced compliance and operational resilience

Outcome: Faster resolutions, improved satisfaction, and significant cost savings, redefining contact centers as agile, insight-driven hubs of customer excellence.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

EXL Smart Agent Assist stands out as a transformative achievement in the contact centre industry. Unlike traditional agent-assist tools that rely on static scripts or basic automation, this solution leverages proprietary LLMs, domain ontologies, and real-time AI orchestration to deliver contextual guidance and instant summarisation. In addition, the Insights hub module for Smart Agent Assist provides unified performance intelligence. It is a comprehensive reporting and analytics module designed to give a single, unified view of performance management across the entire ecosystem. By pulling data directly from Smart Agent Assist, the Insights Hub powers 15+ dynamic insight views across the entire CX value chain.

For the UK retail client, Smart Agent Assist supported 1,100+ FTEs across 50+ queues and 200+ processes, handling 6M+ calls annually. The results were significant:

• 12-15% AHT reduction improving resource utilisation and minimising after-call work
• 10% CSAT uplift
• 20% cost-to-serve reduction
• 85% accuracy in vulnerability detection and entity extraction

This achievement is unique because it combines agentic AI, real-time orchestration, and deep domain intelligence in a lightweight, scalable architecture, delivering measurable impact in one of the most demanding retail environments.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

We are attaching a supporting document titled "EXL Smart Agent Assist - Additional supporting material". This document provides comprehensive evidence of the claims made in this nomination. It includes:

• Challenges faced by contact centers and the client's specific pain points
• Solution architecture and approach, detailing how Smart Agent Assist leverages proprietary LLMs, domain ontologies, and real-time AI orchestration
• Key features and functionalities, such as live transcription, next-best-action nudges, automated summarization, compliance monitoring, and analytics
• Potential benefits, including measurable improvements in AHT, CSAT, compliance, and cost-to-serve
• A detailed case study of implementation for a leading UK retail client, showcasing real-world impact with metrics like 12-15% AHT reduction, 10% CSAT uplift, and 20% cost-to-serve savings.

Additionally, we are sharing a URL link to the same case study, providing direct access to the full details online for further validation. These materials substantiate the uniqueness, scalability, and effectiveness of the solution, reinforcing the achievements highlighted in the nomination.