AI and Automation 


AI is not a bolt-on within Cxp, but rather it is engineered into the platform from inception.

Our approach rejects industry hype: we present AI as a means to deliver tangible value, not as a trend to simply follow without thought. 

 

AI and Automation are practical enablers to support and enhance agent's ability to delivery exceptional customer service, and provide your customer with self-service options. 

 

Remove repetitive work, surface insight, and support decision-making, allowing human agents to focus on empathy, judgment, and complex problem-solving. 

 

ccaas
ccaas

Why TelXL?

 

When you partner with us, you get the expertise of a team that has over 20 years of experience. Here at TelXL, we bring everything in-house, building powerful, secure, UK-based contact centre software that is designed to scale with your business. All our integrations are built to address common challenges. This means we take the time to create stable solutions that support your day to day operations. 

 

Our values? Simplicity, innovation, and putting customer experience first. If you want to resolve customer issues and collaborate efficiently across departments then Cxp is the platform for you.  

 

customer-experience

Empowering people, not replacing them

 

Our vision is simple, AI should enhance human potential, not erase it; contact centres will not replace their teams with machines overnight.
Instead, AI will integrate gradually — automating the repetitive, surfacing insight, and empowering agents to focus on what only humans can do. E mpathy, judgement, and complex problem-solving.
 

AI and Automation at glace

AI powered routing

Standard call routing follows fixed rules like IVR menus and skills. AI-powered routing uses real-time intent, sentiment, and context to dynamically match customers to the best agent, improving outcomes and efficiency.

Voice and Chatbots 

Effectively manage high volume, repeatable enquiries such as appointment bookings, account queries, balance checks, and status updates from start to finish, reducing wait times and improving first call resolution 

AI Co-pilot 

An AI copilot supports agents in real time. Reducing cognitive load, improving consistency, speed and recommends the next best action to resolve issues faster and enhance customer satisfaction.

Final analysis 

Business generate vast amounts of customer data but often lack the capability to analyse and transform this data in meaningful insights that drive decisions. AI-powered analytics of all interaction data provides businesses with unparalleled insights