ALM Media, LLC
British Gas
Mosaic Insurance
Oxford Nanopore Technologies
WS Audiology (WSA)
Kiwi.com
Flight Centre
Healius Pathology
Varo Bank
Yorkshire Building Society Group (YBS)
Sharang Patil, Director of Group Finance Excellence
United Airlines
GFG Alliance
Energy Australia
Delaware North
Moneycorp
Prodigy Finance
M&T Bank
Minerals Technologies Inc. (MTI)
Church's Chicken
Read | Jul 02, 2025
AUTHOR(s)
A WNS Perspective
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.
% improvement in digital deflection through BOT optimization
% reduction in negative sentiment during customer interactions
Enhanced customer experiencethrough data-backed diagnostics and journey re-design
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.
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.
Banking and Financial Services
24 July 2025
Shipping and Logistics
09 July 2025
13 June 2025