Company: WNS, Mumbai, India
Nomination Submitted by: WNS North America Inc.
Company 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.
Nomination Category: Product & Service Categories - Business Technology Solutions
Nomination Sub Category: Knowledge Center/Help Site
 Nomination Title: KnowRA+
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the the nominated new or new-version product or service, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:
KnowRA+ is a brand-new product launched in July 2023. It is designed to enhance the efficiency of customer service operations and business process management by utilizing Generative AI technology. This innovative solution enables our consultants to input customer inquiries in natural language, significantly reducing the time taken to retrieve and process information. Built on a foundation of domain-specific vector and graph databases, KnowRA+ streamlines the response process and improves the accuracy and relevance of the information provided, thus enhancing both customer satisfaction and operational efficiency.
- If you are providing written answers for your submission, you must provide an answer to this second question: Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 345 words used.
KnowRA+ is a transformative solution in the AI and analytics landscape, specifically engineered to enhance the operational efficiency of contact center operation. Utilizing Generative AI, KnowRA+ redefines customer service interactions by providing an advanced, natural language processing interface that significantly speeds up information retrieval and response accuracy for travel consultants.
Features and Functions of KnowRA+:
- Natural Language Processing (NLP): KnowRA+ allows our consultants to input customer inquiries in natural language versus keywork based searches happening in the past, enabling a more intuitive search process that closely mirrors human conversation.
- Vector and Graph Databases: The system is built on a foundation of domain-specific vector and graph databases which facilitate quick retrieval of relevant, ranked documents and information
- Continuous Learning: KnowRA+ incorporates a re-enforced learning mechanism that refines its responses over time based on new data and interactions, thereby continuously enhancing its accuracy and effectiveness.
- Efficient Information Retrieval: By processing queries in natural language, KnowRA+ eliminates the cumbersome keyword-based searches of traditional systems, delivering precise answers and relevant supporting documents swiftly.
- Integration and Security: Designed for easy integration into existing systems, KnowRA+ also upholds high standards of security and compliance, ensuring that sensitive information is protected.
- Scalability: The architecture supports scalability, allowing it to handle increasing volumes of inquiries without compromising performance.
Benefits:
- Reduced Response Time: KnowRA+ cuts down the time consultants spend per call by approximately 20~30%, enhancing customer satisfaction through quicker resolutions and no wait time over phone or chat.
- Operational Cost Savings: The efficiency gains from using KnowRA+ translate into lower operational costs and reduced consultant turnover due to streamlined workflow and decreased stress.
- Improved Quality of Service: With its advanced AI capabilities, KnowRA+ minimizes human error and biases, offering consistently high-quality service.
- Improved FCR (First Call Resolution) and CSAT: Agent is able to respond precisely and accurately in the first attempt leading to significant improvement in FCR and CSAT score.
- Post deployment Cost Savings and ROI: The continuous learning feature of KnowRA+ promises substantial cost savings within 6-12 months post-deployment by further minimizing the need for human intervention and continuously improving service quality.
- If you are providing written answers for your submission, you must provide an answer to this third question: Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 219 words used.
Market Performance: KnowRA+ addresses specific challenges in the industry, such as the efficient handling of queries about changes, refunds, and cancellations which are common but complex due to differing policies across airlines. By integrating Generative AI capabilities with a user-friendly natural language interface, KnowRA+ allows travel consultants to process inquiries more rapidly and accurately, which is a significant improvement over traditional keyword-based search system.
- Operational Cost Savings: The efficiency gained from using KnowRA+ translates into lower operational costs. This includes reduced time per call and potentially lower staff turnover, as employees benefit from a streamlined workflow and less stressful interactions.
Customer Satisfaction: The benefits of KnowRA+, as outlined, suggest a positive reception from both the companies using the system and their end customers. Key improvements include:
- Reduction in Response Time: Travel consultants are able to address customer queries much faster, by approximately 4-5 minutes per interaction, which directly enhances the customer experience.
- Operational Cost Savings: The efficiency gained from using KnowRA+ translates into lower operational costs. This includes reduced time per call and potentially lower staff turnover, as employees benefit from a streamlined workflow and less stressful interactions.
- Quality of Service: The advanced data processing capabilities of KnowRA+ ensure that the information provided is not only relevant but also free from human biases, contributing to higher quality customer service.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 3 words used.
https://youtu.be/BzEkm5ImbC8
| Attachments/Videos/Links: |
|---|
| KnowRA+ |
|---|
|
No attachment available for this nomination.
|
|
