Improving the Customer Service Experience with Intelligent Case Routing


SpringML developed an intelligent case routing solution that automates the categorization of customer requests and directs them to appropriate pre-determined answers or personnel for quick resolution. CBRE Group Inc. implemented the SpringML solution 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 exponentially, allowing CBRE to easily accommodate an increasing volume of customer calls or online chats without the need to hire more service agents.