NLP-based Customer Service Automation at Scale for the Quality Carrier Hapag-Lloyd


November 17, 2020


10:10 am


The transport and logistics industry has been known for their hesitance and struggles to fully embrace digitization. By now, many digitization initiatives have failed. The main challenges are missing industry-wide standards, potential lack of global digital penetration and the fact that the primary communication channel is still e-mail. In this case study Adrian and Sebastian will show you, how they have embarked on a journey to transform the mere idea of automation and usage of modern prediction tools in their industry to bringing the first use cases live in their own production environment. The use case addresses the automatic handling of Bill of Lading e-mails to increase the automation of the documentation process. They would like to share their experience with you on how they deployed a scalable, automated cloud solution for a selected use case, their critical success factors and which pitfalls they needed to circumvent in order to go live and run the solution in production with tangible benefits.

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