The Challenge
Unstructured Data. Inconsistent Experiences. Scaling Pressures.
The client faced mounting challenges in delivering real-time, high-quality support amid growing volumes of unstructured chat data. Ensuring brand-aligned, empathetic responses 24/7 while balancing automation and human input proved difficult, impacting operational agility and customer trust.
The Solution
AI Meets Empathy in a Modular Chat Transformation Framework
The engagement was led by WNS’ Airline Transformation Center of Excellence, built to deliver scalable, resilient and customer-centric experiences.
The Future-ready Shift
Digital support is no longer a back-office function. By blending AI, analytics and human-centered design, WNS enabled the airline to deliver faster, more empathetic customer service at scale while laying the foundation for AI-powered innovation and a lasting advantage in a dynamic travel market.
Discover What’s Possible with WNS