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Engineering

Case Study
RICOH

Ricoh sought to automate the sorting of complaints to the relevant departments, so as to better respond to their customers (on top of already doing an excellent job).

Aspects

Engineering

Approach

The Ricoh Complaint Management System tracks complaints through its lifecycle, from entry to resolution, allowing Ricoh to adhere to their SLA requirements.

Sentiment analysis and keyword extraction was also used to aid the staff to route the complaint. This routing data will then be used by an intelligent rules engine to automate the routing.

We conducted a number of trials and user research to ensure the ease of use for the different levels of Ricoh staff.

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