Tag: nova
All the articles with the tag "nova".
Reading what the customer actually wrote
The classifier I wrote about earlier was the last step in a longer pipeline. Before you can route a support request you have to read it, and reading it means extracting text, stripping signatures, translating HTML, detecting sentiment. Every one of those leans on a managed AWS service, and every one of those services quietly does the wrong thing on real customer mail. Here are four traps, each with a screenshot or a workaround, and the through-line that connects them.