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