Ocado Uses TensorFlow and Google Cloud Platform for Novel Customer Service Approach
October 24, 2016
Grazed from InfoQ. Author: Dylab Raithel.
Ocado Technology announced a new approach to handle their 500,000+ customer base and their pool of email requests through a partnership with Google and its Cloud Platform (GCP). The work focuses on automating email categorization using TensorFlow and its Python APIs hosted on the GCP.
Ocado decided the email pool classification is a good candidate for production-scaled machine learning and automation, specifically, natural language processing (NLP). The workflow adopted by many support-centers is for people to manually process the email queues in a consistent and reliable manner. This doesn’t scale well if the business grows quickly or if the overall customer support volume requires an ever-growing support staff. This can lead to increased response latencies and increased customer dissatisfaction…
In the case of Ocado, all emails get sent to a single mailbox. Ocado processes the email content to determine appropriate tagging for things like customer complaints requiring a quick response, general feedback that prompts a lower priority tagging and longer response time, as well as tagging for redelivery requests, refund claims, payment or website issues, and new product inquiries…
Read more from the source @ https://www.infoq.com/news/2016/10/ocado-tensorflow