AUTOMATEDQUALITYASSURANCE(AQuA)
OMNI-CHANNEL CONTACT CENTER SOLUTION FOR TRAVEL AND HOSPITALITY
An Innovative Omni-Channel Platform
EXL’s Omni-channel customer experience travel solution is empowered by Cognitive and RPA solutions to deliver enhanced traveler experience and higher client retention at an optimized cost to acquire and serve
AN INNOVATIVE OMNI-CHANNEL PLATFORM
KEY OUTCOMES
FUTURE STATE OPERATING MODEL
FUTURE STATE OPERATING MODEL
KEY FEATURES
While corporate travel has slowed significantly due to the COVID-19 pandemic, optimists are hopeful for a rebound soon. And while the timeframe may vary across the analysts’ predictions – what finds consensus across the broader base is that it will not be the mirror image of pre COVID world. To sustain and also augment, now travel organizations will be making a strong push to regain their client base and attract prospective clients.
Competition is expected to further heat up with companies improving their current service o�erings and introducing new services to meet the unique future demands of the post-COVID-19 era. The focus will widely shi� to providing “di�erentiated” customer experience which requires all travel companies to help pivot, innovate, and transform the traveler experience.
Reduce Cost To Serve
Increased e�iciency of travel
counselors
Increased call deflection
rates
Seamless transfer to the low cost
service channels
Better anticipation of
customers’ needs
Improved Traveler Experience
Reduced resolution time
Informed and consistent
customer service
360º view through integrated channel
experience
Meet the customer on their preferred
channels
New Revenue Streams
Cognitive product and service
recommendations
Geo-location analytics (built-in “duty of care”
Solution)
Trend Identification and
Correlation
Premium pricing for “high touch” service requests
Customers are expecting a unified, exceptional and e�ortless experience.
Companies can expect a reduced cost to serve at a25 - 35% lower cost.
CURRENT STATE FUTURE STATE
Chat
PhoneEmail
ConversationalIVR
Chat
Social
Mobility
Web
Workforce Management
NPS/CSAT Survey
Cognitive Virtual Assistant
Workforce Management
Speech Analytics
NPS/CSAT Survey
Chat bot
.............................................................................................................................................................................................................................
Web
Chat
Mobility
ConversationalIVR
Social
Incoming query via various channels
Self-service options; customer authentication
and validation
Know Your Customer -understand behavior by
leveraging personas
CSAT enhancement
Understand multiple interac-tion pathways / patterns linked to di�erent customer personas
Auto populate data; customer insights
Deliver next best action through client and/or EXL interfaces
Drive continuous improvement in
agent performance
AI driven self-service Agents
EXL Diva
InteractiveFeedback- NLP IVR with fluid
conversation- Cognitive chatbots
- Human handover with customer context
- Powered by AI based EXL DIVA
- Contextual search- NLP based feedback
RPA and API layer interacting with backend systems supplemented by EXL’s Digital Command Center
- 360 degree customer view
- Interaction and sentiment analytics
- Capture real-time CSAT and NPS
Digital Workforce with Super Agents
managing multiple contact channels
Dedicated Customer Experience team driving
FCR and improved Customer Satisfaction
Real-time Speech, Text & Predictive Analytics to drive
superior performance
Higher occupancy resulting in better Efficiency and
Productivity Gains
Staff alignment basis reimagined customer journey
Unified experience meeting the demand
of next-gen customers
Integrated channels across CRM, GDS, IVR, email and chat
channels
AI-driven auto fulfillment for
traveler requests with minimal
exception handling across channels
Real time and interactive
performance trackers and dashboards
Automated quality control – increased audits of customer
interactions through digital
features
Built-in analytic engine to assess customer needs proactively and predict future
behaviors
Contact Us to Learn More
Subhashish Chatterjee
For more information go to www.exlservice.com/legal-disclaimer
[email protected] Vice President, Sales
