Building ML models is hard. Deploying them in real business environments is harder.

From idea to production system – the story of how an NLP project in the Ocado contact centre improved reply times by up to 4x. A few months ago, we described on our blog how machine learning (ML) improved efficiency in our contact centre. Today we would like to tell you how we built this system, what we have learned along the way, and how we were able to reduce response times for customer emails by up to 4x. Imagine that you are a manager of a sizeable contact center that is getting a few thousand customer emails on a daily basis. As a manager you need to decide: 1.