Accelerating Enterprise Agility with AI-powered Case Management

WNS, part of Capgemini, is an Agentic AI-powered intelligent operations and transformation company, driving innovation for enterprises across finance, procurement, human resources, payroll, insurance, travel, logistics, and IT support. It delivers intelligent, domain-centric operations and empowers teams to achieve superior business outcomes defined by greater efficiency, agility, and resilience through hyperautomation. The company’s commitment to innovation is reflected in its continuous pursuit of smarter, more responsive, and human-centered solutions.

WNS has developed TrackPoint Pro.ai, an AI-powered case management solution built on Microsoft Azure OpenAI Service and deployed via Azure Marketplace. Unlike traditional models, TrackPoint Pro.ai eliminates manual triage and delayed responses, enhancing service desk operations through automatic ticket updates, sentiment analysis, and suggestive responses. Rule-based ticket assignment, smart service-level agreement tracking, real-time dashboards, and audit trails ensure transparent, efficient, and secure case management. Bots provide real-time insights and facilitate team collaboration, transforming high-volume ticket environments into agile, insight-driven operations.

TrackPoint Pro.ai works alongside agents and support teams, guiding, suggesting, and streamlining workflows. The solution is agent-augmented, with AI agents enhancing team functionality and managing workflows under human oversight. Workforce enablement and operations are central to WNS’ strategy, with assistant-led and agent-operated models helping individuals complete tasks faster and teams collaborate more effectively.

Governance is a joint effort between Microsoft and WNS, ensuring every technological intervention aligns with business objectives and regulatory requirements. The transformation is ongoing and will deliver tangible, cross-functional impact.

TrackPoint Pro.ai accelerates ticket resolution times and improves agent productivity while enhancing service quality through AI triage and sentiment-driven prioritization. Transparent, real-time case tracking reduces manual oversight, while smart dashboards and audit trails provide actionable insights for continuous improvement.

WNS continues to strengthen enterprise agility and efficiency with TrackPoint Pro.ai, delivering measurable impact and laying the foundation for the next phase of domain-centric, AI-driven operations.