This is our story of leveraging our interaction analytics platform to help a leading corporate travel management company enhance customer experience and drive digital deflection. Our team delivered a consultative solution to address critical challenges, including identifying drivers of customer dissatisfaction and optimizing service processes.
As we know…
The travel industry is fast-paced and competitive, with customer satisfaction and service excellence as the cornerstones of success. With rising expectations from corporate clients and travelers, contact centers are pivotal in delivering seamless support and resolving customer concerns.
As organizations increasingly rely on digital channels and interaction analytics, understanding customer sentiment is no longer a luxury but a necessity to retain clients and maintain service excellence.
The challenge for the corporate travel management company was…
Understanding the factors impacting customer sentiment. The company had limited visibility into the reasons behind customer complaints and dissatisfaction. While customers raised issues about service quality, the root causes and broader trends across interactions remained elusive. This lack of insights hindered their ability to proactively address concerns and enhance service offerings.
Stepping in as the consulting partner…
WNS leveraged its integrated interaction analytics-as-a-service platform, ElevateEX, bringing extensive domain expertise, consultative approach and technology proficiency to the engagement.
Key highlights of the solution included:
Comparative Insights
Analyzing customer interactions across four different products and offering a comparative view between corporate clients
Multiple Intent Capture
Applying an advanced multi-collinearity analysis across matrices to identify overlaps and measure the impact intensity of one metric on another
Sentiment Scoring
Leveraging Artificial Intelligence (AI)-powered sentiment scoring capabilities to categorize chats into negative, positive and neutral sentiments based on the inbuilt algorithm capability
Robust 'Related Phrases' Functionality
Enabling the identification of relationships between topics and providing the context for Root Cause Analysis (RCA)
Interactive Dashboards
Offering dynamic visualizations of trending topics through Power BI, enabling users to effortlessly initiate deeper analyses
Critical aspects of the overall solution included:
A 14-week effort to process structured and unstructured data, leveraging a methodical approach coupled with robust governance
>120 taxonomies developed and refined
through 100+ iterations, achieving an
89 percent accuracy rate
15k chats ingested into the WNS
cloud solution, with analyses
revealing 11 percent negative chats
Identified BOT issues through a detailed analysis,
pinpointing 11 key topics that were adversely affecting
customer experience and increasing customer effort
The insights derived from interaction analytics…
Empowered the client to drive key initiatives, including enhancing the existing BOT framework to enable digital containment and streamlining payment and billing processes. These efforts led to a notable improvement in customer sentiment during interactions.
Quantifiable outcomes included:
percent improvement in digital deflection through BOT enhancement
percent reduction in negative sentiment calls, resulting in CX improvement
Ready to transform your customer experience and achieve tangible results? WNS Expirius provides the expertise and technology you need to succeed. Explore our Customer Experience Management Suite and partner with WNS to unlock the full potential of your CX.
FAQs
1. How can interaction analytics improve digital deflection rates in corporate travel operations?
Interaction analytics helps organizations uncover the root causes of customer escalations, identify self-service gaps and optimize digital channels based on real customer behavior. By analyzing customer conversations at scale, travel companies can improve BOT effectiveness and increase successful self-service resolutions. WNS helps corporate travel organizations leverage AI-powered interaction intelligence to boost digital deflection while enhancing customer experience.
2. Why is digital deflection becoming a strategic KPI for corporate travel leaders?
As contact volumes increase and customer expectations continue to evolve, organizations need scalable ways to deliver support without significantly increasing operating costs. Higher digital deflection rates reduce dependency on live agents, improve response times and create a more seamless customer experience. WNS enables travel organizations to strengthen digital engagement strategies through interaction analytics, intelligent automation and customer journey optimization.
3. How can AI-powered sentiment analysis improve customer experience in travel?
AI-powered sentiment analysis helps organizations understand customer emotions, identify recurring service issues and prioritize improvement opportunities. These insights enable businesses to proactively address friction points before they impact customer satisfaction and loyalty. WNS combines AI, analytics and travel industry expertise to help organizations transform customer feedback into actionable business intelligence.
4. What challenges prevent corporate travel companies from maximizing self-service adoption?
Many organizations struggle with limited visibility into customer pain points, ineffective BOT conversations, fragmented customer journeys and disconnected service processes. These challenges often result in unnecessary escalations and increased customer effort. WNS helps enterprises overcome these barriers through interaction analytics, conversational intelligence and data-driven digital journey optimization.
5. Why should corporate travel organizations partner with WNS for interaction analytics transformation?
WNS combines deep travel domain expertise with proprietary solutions such as ElevateEX, advanced AI-powered analytics and customer experience consulting capabilities. By transforming structured and unstructured customer interaction data into actionable insights, WNS helps organizations improve digital containment, optimize BOT performance, reduce customer effort and create scalable, future-ready customer experience ecosystems.