Case Study Case Study
Perspectives

Case Studies

Customer Stories

Testimonials

ALM Media, LLC

Josh Gazes, Senior Vice President – Operations

British Gas

Jess Johnson, Head of Operational Excellence

Mosaic Insurance

Mitch Blaser, Co-CEO

Mosaic Insurance

Krishnan Ethirajan, COO

Oxford Nanopore Technologies

Jason Hendrey, Senior Director, Global Customer Services

WS Audiology (WSA)

Christof Steube, Director of Finance Excellence

Kiwi.com

Leonard McCullie, Director, Vendor Management

Kiwi.com

Petra Reiter, Vice President, Customer Services

Flight Centre

Aaron Fadelli, Business Leader

Healius Pathology

Alex Cook, Head of Finance Operations

Varo Bank

Breanna Rivers, Partner Performance Manager

Yorkshire Building Society Group (YBS)

Jessica Lockwood, Process Automation Manager

WS Audiology (WSA)

Sharang Patil, Director of Group Finance Excellence

Priya Madan Mohan, VP for Group Accounting & Controlling

United Airlines

Chris Kenny, VP and Controller

GFG Alliance

Phillip Irish, General Manager, Shared Services Delivery, Quality & Governance

Energy Australia

Steve Corden, Outsource Operations Leader

Delaware North

Christopher Lozipone, Senior Vice President and Global Business Services Head

Moneycorp

Nick Haslehurst, Chief Financial & Operating Officer

Prodigy Finance

Nico Barnard, Head of Operations

M&T Bank

Chris Tolomeo, Senior VP & Head of Banking Services

Minerals Technologies Inc. (MTI)

Khem Balkaran, CIO

Church's Chicken

Louis J. Profumo, CFO & EVP

Co-creating Smarter BOT Conversations with AI to Boost Digital Deflection by 20%

Read | Jul 02, 2025

AUTHOR(s)

A WNS Perspective

Summary

WNS harnessed AI-led interaction intelligence to re-wire BOT journeys for more predictive, human-like engagement.

WNS collaborated with a leading corporate travel company to enhance its virtual assistant (BOT) performance through AI-powered interaction analytics. The engagement uncovered critical service gaps, re-defined digital journeys and helped deliver a smarter, more empathetic customer experience at scale.

The Impact

% improvement
In digital deflection through BOT optimization

% reduction
In negative sentiment during customer interactions

Enhanced customer experience
through data-backed diagnostics and journey re-design

Learn more about WNS’ AI-powered interaction analytics

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.

Discover What’s Possible with WNS