To Catch Up in 21 Seconds. Machine Learning Case for the YUM! Brands Project
In December 2016, KFC and ICL Services jointly integrated the Service Desk – a single contact point for receiving, registering, and resolving all the user queries – in some restaurants in Russia. And by mid-2018, the Service Desk project moved to a new stage and began using machine learning. To automate the routine tasks of ICL Services employees working with the Service Desk, a bot was developed that automatically classifies all incidents.
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