Ocado using AI and Google cloud on customer emails

Add to favoritesThe system has learnt from millions of past customer emails Online only retailer Ocado  said it was ‘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. In what it called a novel approach the firm said it ensures customers are still getting that familiar human touch while also benefiting from the quick response provided by technology automation. Built on 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…

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