Ocado deploys email AI to improve customer service

The world’s largest online grocery retailer, Ocado, has deployed a new AI-driven customer service center to help manage incoming queries. This “machine learning-enhanced contact” system, as it is being called, has been created to help automate the categorisation of customer emails using AI software. The company believes this will help remove the need for input from a human operator to flag important messages or provide email summaries. “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,” said Debbie Wilson, Ocado contact centre operations manager. The “ML-enhanced” system has been developed using Ocado’s own team of in-house analysts, using programming language Python and open-source software TensorFlow. “The new software developed by Ocado Technology team…


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