Case study: Ocado uses machine learning to help customer services deal with email overload

Fotolia Ocado’s head of data, Dan Nelson, reveals details of how the online grocer is using machine learning to bolster the responsiveness of its customer service teams Ocado has revealed details of how the deployment of machine learning technology is boosting the responsiveness of its customer services team by helping them avoid email overload. With no bricks and mortar stores to speak of, Ocado’s customer service team is the first port of call for anyone who has cause to raise a complaint or heap praise on the online grocer’s service, be it over the phone, via email or on social media. “If the customer doesn’t get the order they want, they will go to a shop or an online competitor, so our differentiator is the quality of the service,” says…


Link to Full Article: Case study: Ocado uses machine learning to help customer services deal with email overload

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