In my current role as a Machine Learning engineer at InnovTech, I have had the privilege of managing and contributing to several AI/ML projects. Notably, I led the AI transformation project targeting our customer service department to improve efficiency and response times.
The project involved automating customer ticket classification using Natural Language Processing (NLP) algorithms. Due to the large volume of tickets, the project scope was vast, and the main challenge was maintaining high accuracy. To manage the project effectively, we adopted an Agile approach and used project management tools like JIRA.
The project had a significant impact, resulting in 40% reduction in manual workload and improved customer response times by 30%. Despite the complexity and scope, the systematic planning and orchestration of efforts led to the successful completion of this project, transforming the way our customer service operates.