EXL Service – Helping organizations deliver superior customer experience by adopting a new value-creation framework for Data-Led Businesses

Businesses have long recognised the importance of using data analytics to improve the customer experience. Analyzing market trends and consumer activity, businesses adapt, innovate and optimize their products and services to keep customers happy and increase profits. Implementing a decision-making process, based on the insights provided by operational data analytics is a key to achieving the business goals and employees to achieve their individual objectives. By obtaining a single view of operations data, and sharing the relevant insights with employees, it is much easier to make informed, effective decisions that will improve company performance and operational efficiency.

EXL Service is a leading operations management and analytics company that help the clients build and grow sustainable businesses. By orchestrating its domain expertise, data, analytics and digital technology, they look deeper to design and manage agile, customer-centric operating models to improve global operations, drive profitability, enhance customer satisfaction, increase data-driven insights, and manage risk and compliance. EXL serves multiple industries including insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics, media and retail, among others.

Leveraging cutting-edge operations management and analytics services

EXL Paymentor™: It is an innovative payment assistant solution that covers collection operations, collection analytics, and all aspects of full-cycle collections. PayMentor improves debt collections by increasing the liquidation rate, making it cheaper, faster and improving customer experience and retention.  It adds measurable value by deploying advanced analytics, AI, robotics, domain expertise, data, human intelligence and other domain-specific technology solutions to help you stay ahead. This context enables the firm to apply banking-specific business intelligence tools to all aspects of your business, from the front office through the middle office to the back office.

EXL Xtrakto.AI™: It is a NLP/ AI powered suite of solutions, services and re-usable components developed across industry specific use cases. EXL Xtrakto.AI™ addresses manual effort involved in searching and keying in information to transform the process with ‘Heavy Digital + Thin Human’ components resulting in reduction in cost, improvement in speed and higher accuracy and new data for better decisions. It is differentiated with the use of NLP and NLU to extract business critical insights that can be easily plugged into a business workflow. It has an architecture that includes reusable ML engineering components that support processing of large volumes of documents at a fast rate. Proprietary stack of NLP/ NLU accelerators and framework built by large team of data science professionals; fine-tuned for specific use case.

EXL Exelia.AI™: It is a pre-trained solution for human like interactions through voice & chat, developed across industry specific use cases. EXL Exelia.AI™ makes consumers self-sufficient and able to instantly solve their queries through next-gen natural language processing and contextual understanding. Its conversational AI teams up with human colleagues to solve challenges for service providers and customers, deliver world class service and measurable results. It is a Pre-trained domain specific Conversational AI solution for human like interactions to improve customer experience and reduce cost to serve with contact deflection.

The pre-eminent leader behind the triumph of EXL Service

Rohit Kapoor, the Vice Chairman, serves as the Chief Executive Officer of EXL Service. An industry pioneer, Rohit has led the firm’s rapid evolution from a provider of operational support services to a global leader in strategic operations management and advanced analytics, with over 32,000 employees globally and a billion dollars in annual revenue.

In early stages of EXL, he was instrumental in consummating several acquisitions that both established the company’s capabilities and spurred strong avenues of growth. He led the company’s IPO in 2006, and under his leadership, has seen stock price grow by a multiple of 10 since the initial offering. Over the last 20 years, his strategic decisions have allowed for consistent expansion and driven fiscal performance that has outpaced the S&P 600 during that span. He is an active member and prior Chairman of the National Association of Software and Services Companies (“NASSCOM”) BPM Council, and a member of the Fortune CEO Initiative. In addition, he is a director of the New York Tri-State chapter of Pratham USA, a non-profit organization, and serves on the board of directors of the non-profit America India Foundation (AIF).

Mr. Kapoor has a degree in mechanical engineering from the Indian Institute of Technology, and a master’s degree in business administration from the Indian Institute of Management.

“EXL’s vision is to become an indispensable partner for data-led businesses, by using advanced analytics to create predictive insights and enable intelligent operations.”