With over 300 million customers worldwide, the company moves a lot of product. And with that, there will be complaints. But going through "16 million pieces of customer feedback per week, in more than 40 languages" to find issues is not easy. In addition, there are postings on social media sites and product reviews. The company employs machine learning computer systems that go beyond keyword identification to understand "context, sentiment, and sentence structure."
For recalls, the company uses emails to contact customers with instructions for return and if relevant, a refund. The success rate with emails is stated as 68.8 percent of the messages sent were opened.
The company also quarantines inventory preventing the product from being shipped or reordered. Then the company also removes inventory from the supply chain by returning or destroying products.
Food Engineering Magazine
https://www.foodengineeringmag.com/articles/97693-how-amazon-handles-food-safety-recalls
How Amazon handles food safety, recalls
Amazon VP Careltt Ooton explains how the company uses Natural Language Processing to scan customer feedback and constantly monitor for food safety issues
August 17, 2018
Crystal Lindell
For recalls, the company uses emails to contact customers with instructions for return and if relevant, a refund. The success rate with emails is stated as 68.8 percent of the messages sent were opened.
The company also quarantines inventory preventing the product from being shipped or reordered. Then the company also removes inventory from the supply chain by returning or destroying products.
Food Engineering Magazine
https://www.foodengineeringmag.com/articles/97693-how-amazon-handles-food-safety-recalls
How Amazon handles food safety, recalls
Amazon VP Careltt Ooton explains how the company uses Natural Language Processing to scan customer feedback and constantly monitor for food safety issues
August 17, 2018
Crystal Lindell
