Robotics & Digital Automation TRAC

Get Your Business Processes Future-Ready with Digital Automation

In the midst of huge data proliferation and rapidly changing client expectations, businesses need a fresh approach to their organization models and processes. They need to digitize to analyze. And they need to analyze to make the right business decisions at the right time. Intelligent automation is thus the critical crux.

Organizations are today challenged to achieve digital automation that not only streamlines and simplifies process workflows for efficiency gains, but also transforms their business to enhance the top-line. They struggle to identify high-impact and high-outcome processes to automate. They find it difficult to select the ‘best-fit’ solutions from a plethora of next-gen technology options and integrate them into their existing ecosystem. Making their data ready for intelligent analytics is also a big challenge.

Businesses need a strong partner who can develop and tie intelligent, automated processes to digitized analytics. They need expertise that realizes intelligent business process automation through systems and transforms them into self-learning and self-sustaining digital platforms providing powerful differentiators for successful business outcomes.

Case Studies

A global airline group deploys RPA in the ticketing audit process to achieve huge cost savings

WNS successfully executed unattended, round-the-clock automation to mimic agent activities in validating data from several back-end systems while capturing a complete audit trail for future reference. This resulted in higher accuracy, ~80 percent productivity increase and ~10% reduction in average handling time. With no additional investments in back-end systems, this amounted to significant cost savings.

A leading travel agency significantly improves processing accuracy and cycle time while increasing compliance in agency statement processing due to RPA

WNS deployed RPA for validating and handling agency statements to effect timely payment dispensation, improved process compliance and reduced process handling time – leading to a 50 percent increase in productivity.

A global gas / utility giant leverages RPA to increase working capital efficiencies and reduce redundancies in acquiring new customers

WNS automated exception management, and data validation and updates across systems in the customer acquisition process to achieve seamless integration. This reduced days of outstanding sales and provided operational productivity benefits with no intrusion into the existing technology landscape.

Cognitive technologies and digital automation enables a leading national airline to achieve significant revenue recovery, over and above its average sales

WNS used predictive modeling techniques and automation to identify leakages and recover revenues amounting to USD 8-10 Mn per month. This was earlier undetected and lost due to huge ticketing volumes and human processing errors.

A prominent media company leverages RPA to drive significant reduction in overall AP invoicing efforts while improving process compliance

WNS enabled bi-directional flow of data and data transformation between multiple systems to automate user actions at the desktop level. This resulted in significant efficiency improvements and better adherence to compliance rules with no change to the client’s back-end technology landscape.

Digital Automation Use Cases in Strategic Domains

Travel

Predictive statistical modelling and automation techniques applied on historic travel ticketing data can detect leakages in and recover revenues. Analysis of web searches and social networks to predict demand can lead to optimization of routes, destinations and journey time. This helps in making better decisions around handling disruptive events such as adverse weather, labor strikes and preventive maintenance.

Unstructured customer data extracted from social networks and travel databases and analyzed using textual AI technologies (like natural language processing and message tailoring) can help customize travel recommendations for customers and up-sell ancillary services.

A consumer may fall into different user profiles for different transactions. In such cases, pattern-matching algorithms identify appropriate profiles in real time for highly personalized offers based on past transaction history.

Insurance

Raw transaction history and claims data across disparate systems can be extracted, aggregated, compared, and analyzed without disturbing back-end operations to detect underlying relationships. Statistical modeling techniques and pattern-matching algorithms can be leveraged to detect possible anomalies and avoid losses arising from fraudulent claims.

Data extracted from social media can be monitored and analyzed using techniques such as natural language processing and translation and user modeling. This gives a better understanding of consumer needs and behavior, which in turn helps insurers make more personalized and targeted policy proposals.

Cognitive technologies can be leveraged to verify claim forms, identity proofs and photographs for authenticity. Appropriate alerts may be raised to prevent fraud.

The WNS Advantage

At WNS, we have a rich portfolio of automation solutions that leverage our industry-centric process knowledge to deliver game-changing business effectiveness. Our comprehensive Digital Automation TRAC suite effectively addresses our clients’ needs in today’s digitally disruptive world.

A Complete Portfolio of Proprietary and Partner-driven Solutions: We achieve enterprise-level automation through our practically infinite and virtual workforce, proprietary tools and pre-programmed solutions. We leverage underlying technology mash-ups (third-party bots, desktop automation, web automation, custom-developed automation and augmentation tools) to offer our clients a total digital automation experience.
Integrated Domain - Technology Expertise: We combine deep domain expertise in strategic sectors with Lean principles, design practices, analytics and digital technologies. Our knowledge-based RPA leverages our industry expertise and process know-how to provide strategic advantages beyond just productivity gains.
Proven Deployment Methodology: Our proven, end-to-end ‘4-D’ methodology – Diagnose, Design, Develop, Deploy – spans the complete service delivery lifecycle with comprehensiveness, design orientation and applicability in almost all models of software development.

Our rule-based RPA, defined and executed at the user interface level, drives significant productivity improvements with enhanced processing speed and accuracy. It functions 365x24x7, and has the flexibility to handle volume variations. Completely non-intrusive, it eliminates the risk of data theft.
Reusable Assets and Industrialization: Our vast experience as a top-notch BPM player provides our clients with a host of reusable domain-centric and technical artifacts. Such industrialization enables them to benefit from higher quality standards, lower risks of deployment, enhanced reliability and cost savings.
A Futuristic Roadmap beyond RPA: Once your business achieves a baseline process efficiency and maturity through RPA, we impact continuous enhancements. We use a combination of new-age technologies like Machine Learning, Predictive Modeling, Cognitive Computing and Natural Language Processing to pave the way for Artificial Intelligence (AI).

Our AI use cases in the Travel and Insurance industries, and in the Finance & Accounting space, have been piloted and deployed in key client scenarios. They have significantly boosted the top-line by identifying newer channels of revenue generation, improved cross-selling and up-selling opportunities, and enhanced customer loyalty.