Сustomer request processingwith machine learning algorithms

Сustomer request processing
We develop machine learning-based systems that distribute incoming customer requests and process them efficiently

How can machine learning be used for customer request processing

Most useful
for:

  • Sales departments that have a stream of inbound requests
  • Service and repair companies
  • Customer support centers, call centers

Types of customer requests that can be processed:

  • Sales leads
  • Support tickets
  • Any free-form queries

Benefits
for business:

  • Growth of sales and service cost-efficiency
  • Faster and better quality customer service
  • Loyalty of your clients as well as employees

Better customer service for tangible value and business growth

If your business generates a lot of incoming requests, you want to make sure each request is well-served to get tangible value. For example, conversion rates for some prospects double if an opportunity is followed up within 15 minutes after the request. Similarly, for service companies, a timely response to a breakdown report can avoid serious failures and related expenses.
WaveAccess develops and integrates machine learning-based information systems that automatically detect the type of an incoming customer request and assign it to a business process, saving time to process it.

What functionality do you get with machine learning algorithms for customer request processing?
  • Lead scoring by certain criteria (priority, predicted marginality, chance of closing, etc.)
  • Operator automation and optimization
  • Saving time on routine operations such as request categorization
  • Business process execution control
  • Detecting risky requests (the ones that are likely to be delivered with lower quality, or fail to meet a deadline, etc.)

Book a free discovery session

During the 20-minute session with our technical architect we will examine your company’s current customer request workflow and have some optimization advice.

Book a discovery session
What you will get from a discovery session?
  • Insights on how machine learning can be the growth point for your business
  • A quote for the customer request processing solution that meets the exact needs of your business — and brings it a unique competitive edge!

Success Stories

Lead scoring system for an air ticket sales company

WaveAccess has developed and delivered a lead scoring system that predicts the “quality” of a given lead based on its marginality and chance of deal closing. The most “quality” leads get high scoring and are processed by the sales team first. Download the case to find out how it took just six months for the company to get 17% growth in a highly competitive market of air ticket sales.

Customer request automation for a service company

A service company gets up to 3000 repair orders daily. Most orders are categorized as warranty cases, which are low-margin. But in fact, up to 20% of warranty cases end up being the non-warranty type, which has higher margin. WaveAccess has developed and delivered a machine learning module that analyzes the order text and detects the case type and its category right at the input. Download the case and learn how a service company took advantage of digital transformation and grew its profits with a customer request processing system.

Technical support ticket scoring system

The customer gets a great number of questions regarding their products, that are redirected to the specific support subdivisions (Gold Members support, Support for individuals, etc.). Sorting and redirection were formerly done manually by an entire department. Read the case to find out how a machine learning module facilitated in speeding up and automating up to 90% of customer support operations.

Implementation Stages

Getting access to data
Building a mathematical model
Prototyping
Defining the success criteria in collaboration with the client
Developing the full-scale model and service
Introduction of the developed service into business processes

What do you get with WaveAccess?

Real time communication

Skype calls and virtual screen sharing: we talk with our customers every day. Each week, project teams meet up for a weekly demo, sprint planning, and Q&A sessions.

Focus on long-term values

80% of our customers are return buyers. Most of our clients recommend our services to their partners and colleagues.

Project manager 24/7

You get your own project manager, on call 24/7. We also offer an onsite PM. Teams use customers’ Jira as a release management tool.

Strong team motivation

Why? Good salaries, employee benefits, and a healthy working environment! We often send our staff for training and take pleasure in their progress.

No hidden costs

You get transparent project management, along with a detailed risk map. You also get a list explaining project expenditure.

Money-back guarantee

We cover every job with a full 1-month money-back guarantee.

Select Clients

We have been working with WaveAccess for over 2 years on projects relating to software development and the search for scientific applications. We are very impressed with how quickly the professionals at WaveAccess understand the use cases needed by scientists and realise them in the software. The WaveAccess team responded quickly to any hiccups and took care of them immediately. The staff are very professional and reliable in terms of communication. I would recommend WaveAccess for any of your software development needs.
 waveaccess client thomson reuters
I have worked with Wave Access for over 10 years now via several companies and they have always delivered what I want on time and on budget. We have worked together on web projects, integration, data loading, building de novo platforms, supporting and further developing legacy code, documentation, and mobile apps. Now my company supports the life science community by curating data and providing knowledge mining services. The WaveAccess team embraces our goals, and I am happy with their work products.

WaveAccess Highlights

350Team members
  • Developers
  • Designers
  • Frontends
  • DevOps
  • PMs
  • QA
  • Analysts
  • Marketers
300projects completed
  • Web
  • Mobile
  • Desktop
  • Database
  • Cloud
  • QA
19years of delivering successful outcomes for customers

Let’s get started

Find out what our hybrid team
can do for your business today

Alex Ostapovich
Blockchain Consultant
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