Client background

A popular question-and-answer website with user-generated questions and answers that regularly draw millions of unique visitors.

Challenge

The client was facing a growing number of challenges in moderating their content. With the exponential increase in usage, we were tasked with ensuring that they had guidelines and policies appropriately adhered to as well as maintaining consistency across languages when it came to sentence structure, and grammar punctuation. We also worked together on expanding into new markets by enabling multilingual support for many different regional languages.

Solution 

Wipro provided a consultative approach that helped build customized solutions. With an employee count of 50+, we ensured cross-queue support across 10+ regional languages.   A Hub & Spoke model enabled interactive training and knowledge management.  Collaboration with the client to create  an automated quality check process has led to better outcomes.

Business Impact

The system has been able to reduce the QC effort by 60% and complaints have gone down 10% in one year. We also helped build a high-quality knowledge base that covers 400,000 topics.