Case Study: a global technology company resolves support tickets faster with MAQ Software’s predictive risk algorithms

Resolve Support Tickets Faster with Predictive Risk Algorithms

MAQ Software partnered with a global technology company that was struggling with an overwhelming volume of customer support tickets, receiving approximately 15 million per year. The client had a backlog of 10 million open cases and a key challenge was their inability to automatically identify high-risk tickets that were in danger of breaching service-level agreements, which often led to lengthy unresolved issues.

The solution implemented by MAQ Software utilized a CatBoost machine learning algorithm to accurately predict risk and automatically prioritize tickets. This was complemented by an integrated web feature that sent mobile notifications to engineers for high-risk cases. As a result, MAQ Software enabled the client's support team to resolve high-priority tickets faster, significantly reduce their massive backlog, and improve overall customer satisfaction.