Today, Ocado is very excited to announce the deployment of its machine learning (ML)-enhanced contact center which employs an advanced AI (artificial intelligence) software model to categorize customer emails.
This novel approach ensures customers are still getting that familiar human touch while also benefiting from the quick response provided by technology automation. From the contact center point of view, the customer service representatives don’t have to spend hours categorizing thousands of emails manually; instead, the AI model parses the email and provides a useful summary and a priority tag. The customer service representative can then focus on solving the customers’ problems in a timely manner.
Thanks to a robust architecture, the software model can process thousands of customer emails per day and has been trained using millions of past messages from customers. In addition, the application respects customers’ privacy by filtering out personal details such as postal or email addresses, telephone numbers and other sensitive information.
The new ML-enhanced contact center application has been built using an in-house AI model and data sets created by Ocado Technology (the technology division of Ocado) as well as TensorFlow and related products from the Google Cloud Platform.
Ocado is also one of the leading partners for the Google Cloud Platform and its Cloud Natural Language API.
The article below provides more details about the contact center and includes more images for your reference.