AICXM: Artificial Intelligence Customer Experience Management

Purpose-built for measurable outcomes, AICXM aligns perfectly with the operational needs of modern enterprise contact centers through 5 integrated modules.

• Conversa8 (GenAI-powered Omnichannel Virtual Assistants): Delivers multilingual self-service across phone, web, chat, and social media with smooth live agent handover, transcription, and omnichannel support.
• Naviga8 (AI Agent Empowerment): Offers real-time transcription, in-conversation sentiment alerts, next-best-action suggestions, compliance tracking, and automatic conversation summarization.
• Investiga8 (Post-Call Analytics, Insights & Quality Assurance): Audits all contact touchpoints, tracks performance trends, provides agent scorecards, and offers KPI dashboards for QA and leadership.
• Consolida8 (Customer 360 & Data Integration): Unifies data from CRM & knowledge bases into a single, real-time customer profile. Provides agents with full context including sentiment trends to deliver personalized service.
• Educa8 (Self-Learning GenAI Agent): Supports structured agent training through omni-channel delivery, content ingestion, mock transcription, multilingual capability, knowledge insights, and KPI dashboards.

Moreover, Celebal Tech’s proprietary AI-XELLERATE framework ensures seamless implementation of AICXM through five key stages: Plan, Design, Develop, Deploy, and Enhance.

Additional Highlights:

· Multilingual, accent-aware global communication

· API-based integration with major PBX, CRM, and voice systems

· RAG Powered Intelligent Knowledge Search

Industry Use Cases:

· Retail & CPG: Drive faster issue resolution with AI-powered self-service.

· Telecom: Cut churn using predictive analytics and proactive care.

· Healthcare: Boost patient engagement through personalized communication.

· Banking & Financial Services: Deliver seamless omnichannel experiences for superior CX.

Business Impact:

· 6-8% Enhancement in Customer Experience

· 10-15% Reduction in Current Cost to Serve

· 6-8% Boost on Current Conversion Rate

· 4-8% Reduction in Customer Churn

· 15-20% Improvement in Employee Experience

Plans Available:

1. Voice Bots - AI-powered self-service bots across platforms
2. Agent Assist - Provide agents with real-time decision-making prompts
3. Post Call Analytics - Quality monitoring for executives and team leaders

Contact us today at aicxm@celebaltech.com to learn how our AICXM can help you optimize operations and improve customer satisfaction!

*Customization is available across all plans to align with specific enterprise requirements, with pricing adjusted based on scope and configuration. Also, plans can be flexibly combined to create a unified solution tailored to operational needs.