How to use machine learning to improve customer service - TechRepublic

One area of business that stands to benefit from machine learning is customer service. Technologies like natural language processing and sentiment analysis can help companies better understand how to respond to customer feedback and questions. At the 2017 Google Cloud Next conference in San Francisco, Apoorv Saxena, a product manager on the Google Cloud team, hosted a breakout session explaining how organizations can use Google products to improve their customer service. He began by outlining the two different approaches that companies can take to machine learning. The first approach, Saxena said, is to use pre-trained models in the form of APIs to handle the machine learning needs of the company.