American Commercial Real Estate Services Investment Firm
Machine Learning for Intelligent Case Routing
Company Profile
The company is the world’s most extensive commercial real estate services and investment firm (based on 2018 revenue). The company has more than 90,000 employees (excluding affiliates), and serves real estate investors and occupiers through approximately 480 offices (excluding affiliates) worldwide. It offers a broad range of integrated services, including facilities, transaction, project management, property management, investment management, appraisal and valuation, property leasing, strategic consulting, property sales, mortgage services, and development services.
Business Situation
As part of their maintenance operations, they receive millions of case requests per year. Seeking process improvements through cost-effective, innovative technology solutions, they piloted a Google cloud-based intelligent case routing solution. Whether it’s on the phone or online chat, customers expect their questions about service, ticket status, and other issues answered quickly. The company looked towards Machine Learning and AI to help automate some of these operations to serve their customers more efficiently.
Google Cloud Implementation
SpringML developed an intelligent case routing solution that automates the categorization of customer requests and directs them to appropriate answers or personnel for a quick resolution. This solution was implemented on Google Cloud to capture data from each customer service query. Through machine learning, the more queries the system receives, the system’s ability to provide the correct information improves, allowing the company to comfortably accommodate an increasing volume of customer calls or online chats without the need to hire more service agents.
