The Challenge

Limited Sentiment Visibility. High Effort Journeys. Weak Containment.

The client’s BOT channel struggled with rising customer dissatisfaction and limited diagnostic visibility into what was driving negative experiences. Service breakdowns, poor digital containment and high customer effort reduced the effectiveness of self-service.

The Solution

AI-led Interaction Intelligence Meets Conversational Re-design

• Deployed ElevateEX, WNS’ AI-powered interaction analytics-as-a-service platform
• Ingested and analyzed 15,000+ BOT interactions across structured and unstructured data
• Enabled multi-intent capture through multi-collinearity models
• Applied AI sentiment scoring (positive, neutral, negative) and Root Cause Analysis (RCA) via “Related Phrases” engine
• Delivered real-time insights through Power BI dashboards for dynamic exploration
• Identified 11 critical BOT failure points and refined 120+ taxonomies across 100+ iterations, achieving 89 percent accuracy

The Future-ready Shift

Smarter digital conversations start with better listening. By turning unstructured interaction data into real-time insights, WNS helped the client design a BOT experience that’s more predictive, empathetic and aligned to traveler expectations, reducing effort and strengthening CX at scale.