Abstract

Cozentus implemented a predictive analytics solution for a leading logistics company in the USA to enhance customer support operations. By using AI and machine learning models like ARIMA, SARIMA, and XG-Boost, the solution accurately predicted ticket volumes, optimized resource allocation, and improved response times. As a result, the client reduced missed SLAs by 15%, improved workforce planning efficiency by 30%, and increased customer satisfaction by resolving issues faster.


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Words From The Client

With Cozentus’ predictive analytics solution, we can now accurately predict ticket volumes, optimize staffing, and ensure timely issue resolution. Our customers are happier, our teams are more efficient, and we’ve significantly reduced SLA breaches. This solution has truly streamlined our support operations. We no longer struggle with last-minute staffing adjustments, and our agents feel more confident handling their workloads. The insights we receive help us continuously refine our strategies, making our support operations stronger than ever.


— Customer Support Director, Leading Logistics Company

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