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Co-creating Smarter Grocery Operations with AI to Drive 40% Efficiency Gains

Read | Jul 02, 2025

AUTHOR(s)

A WNS Perspective

Summary

WNS harnessed AI and NLP to slash grocery backend effort, powering faster, smarter customer experiences.

WNS collaborated with a leading global food delivery platform to improve the efficiency of its grocery ordering backend. By embedding AI and NLP into the product linking process, the platform significantly reduced manual effort, improved search accuracy and created a scalable knowledge base for high-quality customer experiences.

The Impact

~% Efficiency Improvement
by reducing manual effort for matched cases

Improved search accuracy
through product annotation and smart suggestion tagging

Enhanced model performance
by integrating feedback into automation logic

 

Standardized knowledge base
for consistent interpretation across item types

Faster and smarter grocery ordering experience,
driving better CX and operational throughput

 
Learn more about WNS’ AI-powered intelligence

The Challenge

Manual Matching. Inconsistent Suggestions. High Operational Overhead.

The grocery ordering system depended on intensive manual effort to match user-entered product names with entries in the internal database. Variations in product descriptions, quantities and brand names led to inefficiencies, delays and limited scalability in delivering relevant suggestions to users.

The Solution

AI-led Product Matching and Knowledge Curation

  • Streamlined the product linking process with intelligent logic for product name, quantity and pack size matching

  • Introduced decision rules for edge cases: No match, multiple matches and queueing for review

  • Applied NLP-based classification and tokenization for semantic similarity detection

  • Leveraged WNS Dataturf.ai for contextual data cataloging and insight generation

  • Designed a human-in-the-loop mechanism where rejected cases were manually validated and re-integrated into the AI engine

The Future-ready Shift

Efficiency at scale demands intelligent matching, structured learning and contextual nuance. WNS helped the client build a resilient backend for grocery ordering that delivers accuracy, speed and smarter outcomes powered by AI and human oversight.

Discover What’s Possible with WNS