EXL's AI-Powered Contact Center Solution Wins Gold Stevie Award
Event summary
- EXL won a Gold Stevie Award in the 'transforming contact centers with intelligent agent assistance' category at the 20th annual Stevie Awards for Sales & Customer Service on March 25, 2026.
- The award recognized EXL’s Smart Agent Assist™ solution, which uses real-time, agentic AI capabilities to improve agent performance and customer experience.
- Judges highlighted the solution's use of proprietary LLMs, domain intelligence, and live orchestration, noting strong metrics like reduced handling time, higher CSAT, improved conversions, and lower cost to serve.
- EXL is a global data and AI company with approximately 65,000 employees spanning six continents.
The big picture
EXL’s Gold Stevie Award underscores the growing importance of AI in transforming customer service operations. The recognition highlights a broader industry trend towards leveraging advanced AI capabilities to enhance efficiency and customer experience. As companies increasingly prioritize digital transformation, EXL’s ability to deliver tangible outcomes through its data- and AI-led solutions positions it as a key player in the technology services sector.
What we're watching
- AI Adoption Pace
- How quickly EXL can scale its Smart Agent Assist™ solution across industries and whether it can maintain its competitive edge in the rapidly evolving AI landscape.
- Customer Impact
- The extent to which EXL’s AI-driven solutions can continue to deliver measurable value for clients, particularly in terms of operational efficiency and customer engagement.
- Market Differentiation
- Whether EXL can sustain its differentiation from traditional agent-assist tools and leverage this award to attract new clients and partnerships.