WNS applies GenAI to a global insurer’s end-to-end claims process

WNS Triange’s combination of deep domain knowledge, process know-how, and an analytical engine enhanced with generative artificial intelligence (GenAI) delivers benefits for insurers across the claims process, from the first notification of incident to settlement. Initial trials with a global insurer have proven a model that WNS has now productized and is taking to market.

WNS has architected a solution that ingests structured and unstructured data (from PDFs to video and audio), enterprise data sources (such as customer relationship management, enterprise resource planning, and domain-specific applications like Insurance Guidewire Claim Center), and other external sources. Ingestion is through WNS’ proprietary platform, Skense, a data extraction and contextualization platform underpinned by artificial intelligence (AI) and machine learning (ML).

OneOffice™ approach to data is on course to deliver more than $7 million in benefits

The global insurer for which WNS initially developed the solution has identified benefits of more than $7 million annually. Exhibit 1 shows how and where the solution delivers benefits across auto, property, worker compensation, and injury claims insurance. It’s an early example of GenAI applied to prioritize data in an end-to-end business process, demanding the breakdown of data silos in line with the HFS OneOffice™ vision.

The WNS solution pulls the data into an insurance domain data lake as part of its Unified Analytics Platform, which also includes domain-specific AI/ML claims, fraud, underwriting, pricing models, prompt organization, and a private Azure subscription to a GenAI API. The data lake includes a business-specific taxonomy. The platform outputs through APIs, mobile and web apps, data services apps, and visualization tools like PowerBI and Tableau.

Exhibit 1: A global insurance firm has identified approximately $7 million in annual benefits from trials using WNS’ GenAI-powered solution

Source: HFS Research, WNS, 2023

Co-created solutions give WNS early insight into client demand

WNS was one of the first providers to place co-creation front and center in its work with clients, with 50% of its new engagements led by consulting. Rather than turning up and pitching “hammer-looking-for-nails” solutions, it can shape solutions to client needs. The approach has given WNS early insight into client ambitions with GenAI. Concerns over privacy, security, and accuracy guided WNS to opt for a private Azure subscription to a GenAI foundation model in its platform. However, the architecture is containerized, cloud-based, and supports serverless computing, which means clients aren’t necessarily locked in a Microsoft foundation model. WNS leverages AWS and GCP GenAI capability, too.

A library of 70+ GenAI use cases has been certified and listed in relevant marketplaces. They combine deep domain knowledge (insurance, in our example, but extending to banking and financial services, high-tech and professional services, healthcare, life sciences, manufacturing, retail, and consumer packaged goods, shipping and logistics, travel and leisure, and energy and utilities) with business process know-how to keep the focus on outcomes.

The Bottom Line: Don’t forget the business basics when applying GenAI.

Generative AI may be the new kid on the block, but domain expertise and business process knowledge remain critical ingredients in turning enterprise aspirations into value outcomes. Enterprise leaders should remember that knowing technology is one thing, but knowing where to apply it for business benefit is quite another.