Challenges:
- Slow Response Time: Simple queries took 48+ hours, and complex requests extended to 72+ hours.
- Customer Frustration: Delays led to escalations to voice channels (2X cost) and increased follow-ups, doubling workloads.
- Inefficiency: Fragmented systems caused duplication of efforts, driving up costs.
- RPA & BOT Limitations: Struggled with unstructured data and had long delays in adapting to regulatory changes.
Approach by Exela:
- AI-Driven Email Automation: Used an AI extraction layer to structure unstructured data and authenticate users via APIs. Responses were generated with pre-fed templates and human validation for accuracy.
- Seamless Updates: Regulatory changes were handled through simple document uploads, no coding needed.