Established in 2004, Celaton Limited has designed and implemented a machine learning software platform which, enables better customer service, faster. An Innovation Award has been given for the development of inSTREAM™.
Businesses receive a plethora of content on a daily basis from customers, suppliers and staff, which is highly labour intensive to process, make actionable and gain insights from. By applying machine learning algorithms, inSTREAM is able to understand the meaning and intent of incoming content, enrich with other pertinent information and upload verified data into line of business systems. When inSTREAM is not confident, it will refer the decision to a human operator for verification, learning from their decisions and becoming more confident every time. inSTREAM can also create and personalise an appropriate response to each correspondence, meaning that excellent customer service is accelerated. It's artificial intelligence, but to Celaton's customers it's the best knowledge worker they ever hired and it means better customer service, compliance and financial performance.
To date the platform has successfully streamlined over 215 work streams across 35 brands and driven 25% growth of the company over the last 5 years. Celaton's technology has enabled transformation in customer service at ambitious brands like Virgin Trains, ASOS and DixonsCarphone.