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ACHAL KATARIA

Achal Kataria is Vice President and Global Head of Technology at EXL Service Holdings. An experienced technology leader (CIO/CTO/ Business Leader) with over 24 Years of experience in the IT / ITeS industry, he has been with EXL for eight years. An engineering degree graduate from Pune University, his core skills include technology led business transformation, productivity and efficiency through automation, digital enterprise, new technologies (mobile, Robotics, cloud).

EXL Service Holding’s proprietary digital transformation framework coupled with accelerated solution delivery capability helps clients to realize value faster thereby increasing their speed to market and value across their global geos. The opportunities identified across its front-office portfolio and developed solutions under Omni channel umbrella were Unified Desktop, Conversational (NLP) IVR, Chatbots and automated Digital Quality Management with intelligent logic, aggregation, rule and analytics. Repetitive Queries, Limited channels of interaction, Limited/No Self Service and Low CSAT/NPS and Multiple backend app interfaces led the company to embark on a project on Customer Experience and Front office Digital Transformation. EXL’s Virtual Assistant, DIVA (Digitally Intuitive Virtual Assistant) is a fully customizable Digital Solution that empowers human associates with contextual insights, embedded analytics and cognitive automation tools to be able to see a holistic view of the customer journey, efficiently with a personalized experience. DIVA combines the best of Unified Desktop Agent with proprietary ADT (Advanced Digital Technologies) that includes Natural Language Processing (NLP), Machine Learning, Dynamic Analytics prowess along with the company’s deep domain expertise. There has been 40% reduction in Repeat/Enquiry calls, 20% improvement in CSAT and 40% contact elimination through Self Service. EXL committed to delivering real and measurable outcomes to our clients has generated 30% more value in end-to-end operations management compared to discrete business process outsourcing and deliver up to 25% efficiency gains within the first 12 to 18 months of a client relationship.

THE DIGITAL STRATEGY