Ocado Uses TensorFlow and Google Cloud Platform for Novel Customer Service Approach

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.