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

点击翻译按钮获取中文摘要

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.