WNS I Best Use of Generative AI in Customer Interactions
Organization Name: WNS, Mumbai, India
Organization Description:
WNS delivers an entire spectrum of BPM solutions including industry-specific offerings, customer experience services, finance and accounting, human resources, procurement, and research and analytics to re-imagine the digital future of businesses.
Briefly describe the nominated organization or individual: history and past performance (up to 1,250 characters):
WNS (Holdings) Limited (NYSE: WNS) is a digital-led business transformation and services partner combining deep domain expertise with talent, technology and AI, to co-create innovative solutions for over 600 clients. WNS delivers an entire spectrum of solutions, including industry-specific offerings, customer experience services, finance and accounting, human resources, procurement, and research & analytics to re-imagine the digital future of businesses.
Today, WNS has become a transformation partner to global marquee brands, enabling them to outperform.
Outline the nominated achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):
A top 5 global OTA faced a mission-critical challenge impacting efficiency and partner experience. With 20-30% annual growth and 50% of inbound calls requiring 3-way B2B2B conversations, complexity surged. Over 300 sub-intents across air, hotel, car rental, and packages went under-tracked, creating SLA blind spots. Millions of outbound calls resulted in resolutions, no-answers, or callback requests, yet 90% weren't captured in CCaaS/CRM due to real-time handling. Agents logged 15-20 fields manually, adding 80-120 seconds per call with no actionable intelligence. Lack of structured data, scattered partner insights, and rising compliance needs eroded partner confidence.
WNS created TruIntent, a GenAI pipeline built on Azure OpenAI, engineered to convert chaotic interactions into structured intelligence. Raw transcripts lacked speaker tags, sequence, and contained overlapping intents and noise. TruIntent applied cleansing, speaker reconstruction, and a 5-level taxonomy (L1-L5) to classify 300+ sub-intents. AI agents captured outcomes, escalations, and automated ACW, reducing manual effort by 96 seconds per call. Accuracy improved from 82% to 98%. Processing scaled from 10k to 200k+ interactions monthly with sub-3-second latency and 99.2% uptime. Power BI dashboards delivered real-time insights on waivers, partner trends, and outbound performance, reducing repeat calls by 18%.
TruIntent became an enterprise-grade breakthrough-bringing precision, clarity, and trust at scale.
Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):
TruIntent's engineering breakthroughs completely redefined the client's operating model.
- It eliminated manual tracking entirely, reducing AHT by 10%, unlocking ~$4.7 million in projected savings over 5 years. By implementing a 5-level taxonomy and AI-driven classification, it achieved 100% tracking of previously unmonitored outbound sub-intents, delivering unprecedented visibility.
- TruIntent positioned the client as a pioneer in AI-driven partner experience, setting a travel industry benchmark with advanced speaker-sequencing algorithms, reducing misinterpretation by 22% and enabling accurate intent mapping.
Human Impact: Cognitive load of agents dropped dramatically, and retention improved by 15-20%, Non value-add activities vanished, allowing teams to focus on meaningful customer interactions.
Partner Experience: Partner NPS improved significantly, reflecting faster resolutions and seamless journeys. Resolution AI Agent enabled real-time SLA compliance checks, improving adherence to 99%, and reducing escalation delays significantly.
Partner-Level Insights: The client gained a single source of truth for partner concerns and had granular visibility across several partners, uncovering sentiment trends and operational gaps. These insights now shape the roadmap for a future-ready model.
Vendor Differentiation: TruIntent's proprietary AI pipeline-built on Azure OpenAI within WNS's secure tenant-delivers unmatched precision, scalability, and compliance for B2B2B complexity.