An innovative mediation application for automating early stages of ADR and producing consistent outcomes using ML that could reduce wait times by 40%

%20创新%20中介%20应用%20用于%20自动化%20早期%20阶段%20of%20ADR%20和%20产生%20一致%20结果%20使用%20ML%20那个%20可以%20减少%20等待%20次%20by%2040%

• 批准号: 10047328
• 金额: $ 24.12万
• 依托单位: TIZO LTD
• 依托单位国家: 英国
• 项目类别: Collaborative R&D
• 财政年份: 2023
• 资助国家: 英国
• 起止时间: 2023 至 无数据
• 项目状态: 已结题
• 来源: https://gtr.ukri.org/projects?ref=10047328
• 关键词: innovative; mediation; application; automating; early

Tizo is a UK complaints tech SME with a core project team of Andy Wood (software developer), Steve Hinder (CTO/systems architect) and Nick Groves (co-founder of Orka Tech Group/chief customer officer).Resolving customer disputes using alternative dispute resolution (ADR) is a time-consuming process that can last up to 90 days or more. The long wait time is detrimental to customers and hinders their access to justice. Also, ADR providers rely on individual case handlers, which leads to inconsistencies in outcomes and causes businesses to resort to effort/time-intensive processes to resolve this problem.To address this unmet need, Tizo is developing a mediation application to automate the early stages of ADR (timescale benefits) and aid providers in producing consistent decisions using machine learning. The application will help reduce the lengthy wait times for accessing justice by ~40% by improving established manual processes. This represents a new capability in resolving complaints and becomes an enabler for consistency in outcomes, removing bias/subjective outcomes and creating efficiencies as manual interventions are replaced. The core value proposition to customers is that Tizo proposes to improve service user experiences and increase the efficiency and effectiveness of customer service/complaint-handling organisations through technical innovations.

Tizo 是一家英国投诉科技中小企业，其核心项目团队由 Andy Wood（软件开发人员）、Steve Hinder（首席技术官/系统架构师）和 Nick Groves（Orka Tech Group 联合创始人/首席客户官）组成。使用替代方案解决客户纠纷争议解决 (ADR) 是一个耗时的过程，可能会持续长达 90 天或更长时间。漫长的等待时间对客户不利，并阻碍他们诉诸司法。此外，ADR 提供商依赖于个别案件处理程序，这会导致结果不一致，并导致企业诉诸精力/时间密集型流程来解决此问题。为了解决这一未满足的需求，Tizo 正在开发一款调解应用程序，以实现早期阶段的自动化ADR（时间尺度效益）并帮助提供商使用机器学习做出一致的决策。该应用程序将通过改进现有的手动流程，帮助将诉诸司法的漫长等待时间减少约 40%。这代表了解决投诉的新能力，并成为结果一致性的推动者，消除偏见/主观结果并在取代人工干预时提高效率。对客户的核心价值主张是Tizo提出通过技术创新改善服务用户体验并提高客户服务/投诉处理组织的效率和有效性。