Ocado harnesses the power of artificial intelligence to deal with customer emails

Ocado [IRDX ROCA] is using artificial intelligence in order to understand and prioritise its customer emails. The online grocer, a Top100 company in IRUK Top500 research, is deploying a machine learning-enhanced contact centre, that uses an AI software model developed in house and using tools from the Google Cloud Platform, to categorise incoming customer emails. Machine-learning helps the system to understand and respond to the natural language that customers us. The AI model parses the email, adding a summary and priority tag (as seen left), leaving customer service staff free to focus on solving problems for customers, rather than spending time categorising thousands of emails manually. “We strive to deliver the best shopping experience for all our 500,000+ active customers,” said Debbie Wilson, Ocado contact centre operations manager. “However, working…


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