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WNS Agent Decision Support Platform, a powerful solution under the TravOps (Operations Efficiency) pillar of WNS Travogue, addresses this challenge. As part of this comprehensive suite of digital solutions, the WNS Agent Decision Support Platform empowers agents to resolve queries faster and more accurately using Generative AI (Gen AI), Natural Language Processing (NLP), contextual search, and content summarization. With WNS’ platform, T&H firms can elevate agent productivity, enhance Customer Experience (CX), and thrive in a competitive market.

AE-Second-section

>50%

reduction in
research time

~40%

reduction in
after-call work

>3X

returns on
productivity

20%

additional capacity for
applicable scope

>95%

response accuracy

Improved

volume management when
used with customer-facing
chatbots

Empower Your CX Agents with the WNS Agent Decision Support Platform

Discover how the WNS Agent Decision Support Platform, empowers customer service agents with instant, accurate answers to enhance customer experience and reduce average handling time (AHT). Built for B2B environments, this AI-powered tool leverages your organization’s data and analytics, enabling real-time decision-making without relying on open internet sources. See how Knowra+ transforms the way agents handle inquiries, ensuring efficiency and superior CX. Watch the full demo to explore the platform’s capabilities!

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Navigate Toward Unparalleled CX with the WNS Agent Decision Support Platform

This solution combines domain expertise, data-to-insights capabilities, and digital innovation to simplify query resolution
and boost agent productivity, providing firms with a competitive edge.

Key Features

Document summarization for quick and accurate information retrieval

Accurate recognition of intent behind customer queries

User engagement tracking with knowledge base articles

One-stop shop for knowledge management and updates

Automated ingestion of updated articles

Continuous learning through feedback-based solutions

What to Expect

For Agents:
  • Reduced effort with easier access to information
  • A single source for knowledge management
  • Reduced dependence on SMEs or floor support
For Customers:
  • Faster, more accurate query resolution
  • Reduced Turn Around Time (TAT)
  • Improved end-user experience

WNS Agent Decision Support Platform in Action

T&H firms can significantly reduce Average Handling Time with Gen AI-driven intelligence.

Awards & Recognition

Recognized as a ‘Leader’ by NelsonHall for CX Services Transformation, 2024

Named a ‘Market Leader’ in the HFS Horizons, 2023, for Travel, Hospitality, and Logistics

Won silver for ‘Customer Service Team of the Year 2023’ at Stevie International Business Awards