Google TensorFlow AI bots drafted into Ocado call centre service

Web retailer builds a better email opener Like so much in Britain, you can credit the weather for this. Ocado has rolled AI using Google’s open-source TensorFlow to improve service at its customer call centre. The online food retailer built and installed a system based on machine learning in six months, using Python, C++, Kubernetes on Google Compute with TensorFlow. The cloud-based AI will do the heavy lifting on inbound customer emails: opening and scanning 2,000 messages on an ordinary day, doubling at busy times like Christmas, scanning for key words and context before prioritising and forwarding them. Ocado employs 250 call centre staff in different shifts and – as you’d expect – they open inbound emails. Customer service is key for web firms like Ocado, which depend greatly on…


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