Ocado deploys AI into its customer service operation

Online supermarket Ocado has announced the deployment of artificial intelligence into its customer service model. Incoming emails are now categorised by a machine learning software model which provides a summary and priority tag for staff. Ocado said this means human representatives don’t have to spend hours categorising thousands of emails manually, meaning they can focus on solving the customers’ problems in a timely manner. “We strive to deliver the best shopping experience for all our 500,000-plus active customers,” said Debbie Wilson, Ocado contact centre operations manager. “However, working in an omni channel contact centre can be challenging, with the team receiving thousands of contacts each day via telephone, email, webchat, social media and SMS. “The new software developed by the Ocado Technology data science team will help the contact centre…


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