Ocado turns to AI to tackle customer email overload

Every day, Ocado’s customer contact center in Hatfield, Hertfordshire receives some 2,000 emails from customers. Some customers email to say they’re delighted with their online grocery orders. Some, inevitably, are disappointed or downright disgruntled. If bad weather or major traffic incidents lead to delivery delays, the number of daily emails can rise to as much as 6,000. Some shoppers may simply be struggling to complete an online order and need practical advice and support. Whatever the reason for the contact from customers, the pressure is on for contact centre agents to respond – and some emails demand faster responses than others, as Ocado head of technology Dan Nelson explains: There’s clearly a difference, in terms of priority, between the email that says, ‘My order was perfect – thank you’ and…


Link to Full Article: Ocado turns to AI to tackle customer email overload

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