AI-led automation helped the platform digitize and orchestrate backend grocery ordering workflows end to end. By using AI for decision-making and automation for execution, the company significantly reduced manual touchpoints, accelerated order processing, and improved overall operational efficiency.

The automation focused on high-volume grocery ordering activities such as order validation, data handling, exception identification, and workflow routing. Routine tasks were fully automated, while human intervention was limited to complex or exceptional scenarios.

ISG recognized this initiative because the platform successfully embedded AI and automation as core elements of its operating model. The transformation delivered measurable efficiency gains, reduced human error, and demonstrated how AI-led automation can scale reliably in fast-paced, consumer-facing environments.

This case study shows that combining AI with automation enables organizations to move beyond incremental improvements. Digital platforms can achieve scalable growth, higher accuracy, and faster turnaround times by redesigning processes around AI-first, exception-driven operating models.

WNS combines deep industry expertise with AI and automation technologies to help organizations redesign their operations. From assessing processes to implementing intelligent automation and exception handling, WNS ensures seamless adoption, measurable efficiency gains, and reduced human error.

WNS brings a unique blend of consulting insight and technology delivery experience. By leveraging AI, intelligent automation platforms, and process expertise, WNS helps companies scale operations, optimize workflows, and achieve sustainable operational excellence—just like the transformation highlighted in this ISG case study.